1.2 Agent Status

Owned by SUPPORT
Nov 03, 2024
3 min read

The agents' status indicates whether they are ready to take chats or tickets. In CloudCX, agent default status includes Online, Away, and Logout.

Online

A status in which agents are available to take chats, and tickets.

When you are available to start accepting chats, you can do one of the following:

  1. For the first time login to the system, you just need to log in with your credentials, and the status will be Online automatically.

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  1. If you’re logged in to the system before, and enable the function to Ask for status preference every time you log in in Agent Panel > Preference Settings > Global.

  • Log in to the system with your credentials.

  • Pop up a window for you to choose the status preferences every time. You can decide Online or Away, then click OK to log in the system.

  • The status will be Online or Away automatically according to your choice.

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  1. When you’re logged in the system and the status is Away or a customized status, you can click the status and select the Online status.

 

Away

A status in which agents are not available for auto-distributed chats or tickets. Agents can still accept chats or tickets manually when their status is Away.

  1. When you are on breaks and don’t want to accept chats/tickets, you can click the status and select the Away status.

 

  1. When your office hours have end, the system will pop up a window, you can click Confirm to switch the status to Away.

Logout

A status in which agents exit the system.

When you want to exit the system, you can click the status and select the Logout status, then you will log out the system automatically.

Custom Away Status

If the agent role have the permission to custom Away status, as the agent, you can customize the Agent away status, you can find more details about Custom Away Status Management9.1.5 Custom Away Status Management.

If the agent role does not have the permission, as the agent, you need to contact the administrator to gain the permission, you can find more details about Role&Permissions9.1.4 Roles&Permissions.