- 09 Nov 2023
- 1 Minute to read
Custom Off Duty Status
- Updated on 09 Nov 2023
- 1 Minute to read
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.
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 Dialpad.com
- Navigate to Office Settings
- Navigate to Contact Center Off-Duty Statuses
- Select Create New Status
- Enter the name of the status
- 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:
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 Dialpad.com, navigate to Analytics
- Filter to include a Contact Center
- 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.