Defining agent status codes
Out-of-the-box status codes
The following status codes are available by default for use:
Status | Status code |
|---|---|
Available | Login (Not visible) |
Available | Ready / In Chat (Default) |
Unavailable | Follow Up |
Unavailable | Lunch / Break |
Unavailable | Meeting Time |
Unavailable | Project Time |
Unavailable | Remote Desktop |
Unavailable | Training |
Unavailable | Wrap Up |
Unavailable | Not Specified (Default, not visible) |
Unavailable | Logout (Not visible) |
Using the default status values
One default code is provided out-of-the-box for each of the above code group options. To create data specific to a particular company, you need to define a status code as default.
The out-of-the-box status values for the Global company are used by default if no status codes are defined for your company. If you set multiple status codes as default, the first entry for the Company and Locale combination (sorted based on codes), is selected as the default status code. If you create status codes for few values and miss the others, the values of the Global company are not used and the misconfigured codes produce unexpected results.
While setting up the data for your company, you need to add the:
- Right default status code for your company
- Proper localized status codes for your company
- Right localized entries for the login and logout status codes. The status codes should always be 100.
The following image shows examples of how the default status values are used for the Petramco and Apex Global companies:
Before you begin
If you want an agent to always select a reason when the agent changes the status, select the Status Reason Required check box on the Support Agent Console form.
To add status codes
You can view the agent status code history on the ES_Chat:AgentStatusInfo form. All previous status codes and their start time and end time can be seen in this form. The entries in the form are preserved for 2 days, after which they are archived. A new menu ES_Chat:AgentStatusCodeMenu is used to populate the Status Reason field.
The following video shows how to add status codes:
Agents dashboard
As an administrator, you can monitor the status reason of agents from the Live Chat dashboard. When an agent logs out, the updated status is reflected on the dashboard after 2-3 minutes. Learn more about the agents dashboard in Viewing-support-agents-and-assignments-on-Monitoring-Dashboard.
What happens when agent status changes
When an agent logs in for the first time or from a new browser session, no change is made to the entry existing on the ES_Chat:AgentStatusInfo form with the status reason as Login with no end time. If another entry with no end time exists, the end date of the entry is updated. The new entry is updated by using the ES_Chat:SACAgentStatus_Submit filter. The start and end time is updated by using the ES_Chat:AgentStatusInfo_UpdateStartAndEndTime filter.
When an agent changes the status and reason, the end time of the entry on the ES_Chat:AgentStatusInfo form is updated and a new record is created for the new status reason and the start time.
The Status field remains Available as long as a user is logged in. If the agent doesn't select a status reason while toggling availability, the default status reason is used.
When an agent logs off or goes offline, the end time of the last status entry is updated and a new entry with status reason Logout is created by using the ES_Chat:SACAgentStatus_Delete filter.