Agent status: online/offline
Agent status — a function of queue distribution between agents at incoming requests. In Usedesk, agent status is set up separately for tickets and chat.
- Automatic distribution — by default, the system automatically distributes incoming tickets to agents or groups of agents who have access to the chat, taking into account a load of agents (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 agents (in chats and tickets) and in turn. Configuration can be done for both chats and tickets.
On the chat page, each agent has a status indicator to work with tickets.
This indicator can also be found in the «Agents» section, where an admin can change the agents' statuses, including itself.
Use the hotkey combination U+S to quickly change the status.
If you have configured to assign calls through a rule, the automatic distribution set by default in chats will not work.