Custom Off Duty Status
- 12 Nov 2024
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Custom Off Duty Status
- Updated on 12 Nov 2024
- 1 Minute to read
- Print
- DarkLight
- PDF
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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 all Dialpad Support and Dialpad Sell customers.
To create, edit, or delete a custom off-duty status, you'll need to be an office admin.
Create a custom status
To create a custom status, head to your Dialpad Admin Settings.
- Navigate to Office Settings
- Navigate to Contact Center Off Duty Statuses
- Select Create New Status
- Enter the name of the status
- Select Save
Note:
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.
To use a custom Contact Center status in the Dialpad app:
- Navigate to Ai Contact Centers
- Select the Availability menu
- Select the custom off-duty status
That's it! Your Contact Center availability status will change instantly.
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 Agent status
Here, you'll see a daily overview of how long agents were available, on a Contact Center call, on another Contact Center call, or busy.
To see a detailed breakdown of each daily status, hover over the status type on the graph.
Agent Status Leaderboard
Use the Agents Leaderboard to easily see which agents are spending the most time in what status.
Here, you'll see the amount of time your agents are available, off-duty, on a call, in wrap-up, busy, or even handling other Contact Center interactions.
Select the up and down arrows beside each status column to update the sort order.
Note
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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