Agent statuses

Your status tells routing whether you get new conversations. It also tells customers whether the team is available for chat. See Routing for queues and assignment.

Change your status

Select your status in the header (My status) and pick one:

• Online: gets new conversations.
• Busy: keeps your conversations, no new ones.
• Transfers only: only conversations teammates send you.
• Away: not at your desk.
• Offline: not working now.

You can also Set a status message…. The installed app has the same menu. Your role needs the Change own status permission.

Customers see the team as available only while an available agent was seen in the last 5 minutes. Round robin also gives new conversations only to Online agents seen in the last 5 minutes, so a closed browser does not get work.

Time in each status per agent is shown in Reports → Team with Cliedesk Pro.

Assign only

Assign only (no routed conversations) on a person’s page stops routing from giving them conversations. People can still assign conversations to them by hand. A Supervisor can switch it for members of teams they lead; admins for everyone.

With Cliedesk Pro

Custom statuses (for example Lunch for 30 minutes), a reason when going Away, choosing the channels you take, Away and Offline set automatically (idle, app closed, end of business hours) and changing someone else’s status are available with Cliedesk Pro. Without Pro, a person who had a custom status keeps its standard status (for example Away for Lunch) until they change it.