User status: online/offline
User status - a function of queue distribution between users at incoming requests. In Usedesk, user status is set up separately for tickets and chat.
The call distribution system is divided into two types:
- Automatic distribution - by default, the system automatically distributes incoming requests to users or groups of users who have access to the chat, taking into account a load of users (number of open chats). No settings are needed for the automatic type of distribution. This type of distribution is available only in chats;
- Through a rule - the system distributes by predefined rules by a load of users and in turn. Configuration can be done for both chats and tickets.
On the chat page, each user has a status indicator to work with tickets.
This indicator can also be found in the "Users" section, where an admin can change the users' statuses, including itself.
Use the hotkey combination U+S to quickly change the status.
With automatic distribution, if the user is offline, it does not participate in distributing incoming chats (the system removes the user from the distribution queue).
If you have configured to assign calls through a rule, the automatic distribution set by default in chats will not work.
You can set up the automatic conversion of a user to offline status in a chat if the user is unavailable online, i.e. left Usedesk or turned off the computer. Learn more about it here
An employee can be online in chat rooms and offline in tickets (and vice versa), and the distribution system will take this into account when distributing tickets.
The time the user has spent in online status is taken into account in the chat report's overall working hours.
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