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 interaction or not allow interactions 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
Display Order	Order of agent statuses listed on the agent panel.
Can Receive Interactions	Determines if interactions are routed to an agent when the status is selected
Default	Sets the default status when new users are created
RONA	See Reroute on No Answer (RONA)