Setting Agent Status in Support

Answered
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Dee Turner

Posted Feb 13, 2024

We would like to have a group of Email - Support only agents. They will not interact with customers via phone nor chat. 

We have not identified a way to for these agents to select/change a status as we do not wish to use the phone/chat status feature. 

How do email-only agents login and toggle statuses?

 

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      Dee Turner

      Interesting. That would work also. TY Steve!

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      Steve Lacoss

      Hi Dee,

      What we do for our email only position is to create an agent status that has email as online and phone+messaging/chat as offline. Then you can toggle between that and the default away status. 

      Best,

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      Dee Turner

      Thanks Stephan. We'll let you know how that works for us.

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      Brett Bowser

      Thanks for jumping to help out here Stephan Marzi!

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      Stephan Marzi

      Hi Dee, 

      I think you have a couple of possibilities. 

      1. You can limit the agents role to have only access to mails (see below picture).

       

      2. Only the agents who are allowed to use chat can set their status on "online".

      3. You can use trigger & skills in order to settle things. You can add internal skills like "Chat" or "Mail" in order to manage the channels and the incoming chat comunications f.e..

      Regards,

      Stephan

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