Agent Status Profiles

Agent statuses can be selected by agents on the agent panel to specify their current status. Available, Break, and Off are created by default. Each status can be configured to allow calls or not allow calls when the agent has selected the status. Custom statuses can also be created.

Historical reports of agent status can be found on the Agent timeline report.

Total time in a specific status can be found in the Agent Summary report. If not shown, you may need to toggle on the status columns.

Column	Description
Name	Name of agent status
Description	Description of agent status
Can Receive Calls	Determines if calls are routed to an agent when the status is selected
Default	Sets the default status when new users are created
Display Order	Order of agent statuses listed on the agent panel.