Create and Manage Agent Status in Admin App

Module: Admin App

Agent Status in the VoiceStack Admin App allows admins to create and manage custom statuses to track agent availability. Let’s look at how to create, update, and delete agent statuses.

Create a New Agent Status

1. Navigate to Configuration > General > Agent Status.

• The Agent Status screen displays a list of all custom agent statuses configured in the system.

2. Click the Create Agent Status button to create new custom agent statuses.

3. Specify the following details:

• Enter the Status Message (Status Name).
  • Choose a Status Icon from the list of emojis.

• Enable Do Not Disturb (DND) if required.
• Define the DND Duration (how long the agent will remain in DND before auto-returning to available status). 
• Enable the checkbox to allow agents to change the DND duration, if needed.
• Click Create.

Update an Existing Agent Status

1. Locate the Agent Status to be updated from the listing table. Click Configure. The Configure Agent Status pop-up will be displayed.

2. Specify the following details:

• Modify the Status Message name.
  • Change the icon if needed.
• Adjust the DND Duration. For example, Admins can extend the "Lunch Break" from 30 minutes to 45 minutes if needed.

3. Click Update.

Remove an Existing Agent Status

1. Locate the Agent Status to be deleted from the listing table and click Delete.

2. A confirmation pop-up is displayed. Click Delete to confirm, or Cancel to abort.

• This allows you to remove unnecessary or outdated agent statuses.

Note: This action is irreversible, so admins should review before deleting any status.

Support

Need further help? Contact [e-mail] or call [phone].