Custom Off Duty Statuses are a way to better track and understand your Agent's activity.
Creating Custom Statuses
Office Admins can navigate to Office Settings > Call Center Off Duty Statuses > Create New Status
Office Admins will also be able to Edit or Delete existing statuses here. Once created, the new status options will be available to your agents in their desktop apps.
Using Custom Statuses
Instead of an On/Off Duty Toggle, Agents will see a drop-down menu with the list of options to choose from when going off duty.
Call Center Admins/Supervisor View
In the Agents tab of their Call Center inbox, the custom status will appear next to the agent.
Agent Status Analytics
Call Center Admins are able to access analytics for their Office and Call Centers.
When viewing your Call Center's analytics, Admins can go to Agent Status to check out an overall view of how many hours agents spend Available or On A Call.
Admins can also see a break down for each agent showing the 4 main Call Center states:
- Off Duty
- On Call
- Wrap Up