Agent Status

The Agent Status Indicator provides real-time visibility of an agent’s availability. It allows agents to easily manage their status by toggling between Online and Away modes based on their availability.

The Key features of the Agent´s status indicator are the following:

Manual Status Switching
- Agents can click on the status indicator dropdown to manually switch between Online and Away modes as needed.
- The agent’s current status is always visible at the top-right corner of the platform.
- If an agent is marked "Away" but wants to start receiving conversations again, they must manually update their status to "Online" by clicking on the status indicator.
Automatic Conversations Assignment
- Conversations will be automatically assigned only to agents who are set to Online status.
- Agents in Away status will not receive automatic assignments but can still be assigned conversations manually by other agents or admins.
  
  The Assignment dropdown displays all agents with their respective statuses, making it easy to manage workload distribution:
  
  Online (green) status: The agent is available and ready to receive conversations. Therefore, the agent is ready for automatic assignments.
  
  Away (orange) status: The agent cannot receive automatic conversation assignments but can be assigned manually.
  
  Offline (gray) status: Agents who are logged out cannot receive automatic conversation assignments but can be assigned manually.
Persistent Status on Login
- Agents will log in with the last status they logged out with.
- For example: If an agent logs out while in Away status, they will log back in as Away and must manually switch to Online to start receiving conversations.