Clarifying agent work statuses
Previously, only the main agent work statuses were available in the system — “Online” and “Offline”. Now you can add your own clarifying statuses to them, so agents can indicate their availability more precisely.
Previously, if an agent needed to step away from the line, they could only set the “Offline” status, and the reason for leaving wasn't clear. Thanks to clarifying statuses, processes become more transparent — for example, you can track how much time an employee spends on a break.
Logs about the selection of clarifying statuses will be displayed in the API and in the activity feed in the agent's profile.
If you want to enable clarifying agent work statuses, send us a list of the statuses you want at support@usedesk.com
The “Clarifying agent work statuses” feature is available on the new plans — to enable it, email us at support@usedesk.com
Clarifying statuses are available only in the new design — we also enable the new version upon a request to support at support@usedesk.com
Read more about the new design and how it differs from the old one in these articles: the new ticket list, the new ticket card design, the new chat design.
The set of clarifying work statuses is configured individually for each company. For example, for the “Offline” status you can set up options like: “Lunch”, “Training”, “Offline”.
You can select a clarifying work status by clicking the agent's avatar in the top-right corner, or in the “Agents” section.
Clarifying statuses are available only for regular employees with the “Support agent” role — administrators and internal employees still have only the standard “Online” and “Offline” statuses.