Custom Off Duty Status
  • 09 Nov 2023
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Custom Off Duty Status

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Article Summary

Custom off-duty statuses are a way to better track and understand your agent's activity.

Let's take a look at custom off-duty statuses in Dialpad.

Who can use this feature
Custom off-duty statuses are available for Ai Contact Center and Ai Sales customers on Pro and Enterprise plans.

To create, edit, or delete a custom off-duty status, you'll need to be an office admin. 

Our discontinued 'Ai Voice with Contact Center Add-On' license also supports this feature but is limited to existing customers. 

Create a custom status

To create a custom status, head to your Admin Settings from 

  1. Navigate to Office Settings
  2. Navigate to Contact Center Off-Duty Statuses
  3. Select Create New Status 
  4. Enter the name of the status
  5. Select Save

Off-Duty status lists are created at the office level and apply to all contact center and Ai Sales license types in that office. If an agent is part of a contact center in another office, the agent will not use the contact center's Office Duty Status list.

Using custom statuses

Contact center agents can use custom statuses to ensure their supervisors understand why they are stepping away from their desks.

From the Dialpad app:

  1. Navigate to Ai Contact Centers
  2. Click the drop-down availability menu
  3. Select the custom off-duty status

That's it! Your contact center availability status will change to off-duty.

Supervisors can see an overview of their agent's statuses from the Agents tab of their contact center. 

Agent status analytics

Contact center admins can easily access analytics for their Office and Contact Centers.

From, navigate to Analytics

  1. Filter to include a Contact Center
  2. Select the Agent Status tab

Here, you'll see an overview of Agent Status analytics within a specified period of time.

It will display hours available and time on a call across the entire contact center.

To see a leaderboard between agents, scroll to the bottom. Here, the metrics are hours available, time off duty, time on a call, and time in wrap-up.

If an admin has custom off-duty statuses created, they will need to export On Duty Statistics to see the data including all states. Outbound calls while off duty, meanwhile, will not be tracked as occupied; for outbound calls to count as occupied, the agent needs to remain on duty.

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