Agent Status

Monitor all agents in real-time and manage their active chats from a centralized dashboard.

The Agent Status screen provides supervisors and administrators with a comprehensive view of every agent in the organization. You can see who is online, who is busy, how many chats each agent is handling, and take action to manage workload distribution. This is essential for maintaining service levels and ensuring efficient chat allocation across your team.

Understanding Agent Status

Learn how to interpret the Agent Status dashboard and the information it displays.

Status Indicators

Each agent displays multiple status indicators that help you understand their availability:

System Status vs Self-Select Status

The dashboard displays two different status columns:

• System Status - Automatically set by the system based on the agent's chat count and maximum capacity. When an agent reaches their maximum number of concurrent chats, the system automatically marks them as Busy.
• Self-Select Status - Manually set by the agent themselves. Agents can mark themselves as Busy to temporarily stop receiving new chats, even if they haven't reached their capacity limit.

An agent will not receive new chats if either status shows Busy.

Open Chats Column

The Open Chats column shows the agent's current workload in the format "X of Y", where:

• X is the number of active chats currently assigned to the agent
• Y is the agent's maximum chat capacity (configured in Organization Settings)

For example, "3 of 5" means the agent has 3 active chats and can handle up to 5 concurrent conversations.

Filtering Agents

Use the filter options to quickly find specific agents or groups of agents.

Filter the Agent List

Narrow down the agent list using various filter criteria.

Steps:

1. Navigate to Administration > Agent Status.
2. Use the By Agent State dropdown to filter by Online, Busy, or Disabled status.
3. Use the By Business Unit dropdown to show only agents from a specific team.
4. Use the By Role dropdown to filter by agent role.
5. Use the Search name field to find agents by name.
6. Click Reset to clear all filters and show all agents.

Result: The agent table updates in real-time to show only agents matching your filter criteria.

Managing Agent Chats

Take action on an agent's chats to manage workload, handle agent absences, or resolve stuck conversations.

Finish All Chats for an Agent

Close all active chats assigned to a specific agent.

Steps:

1. Navigate to Administration > Agent Status.
2. Locate the agent in the table.
3. Click the Finish button in the Manage Chats column.
4. Confirm the action in the dialog that appears.

Result: All active chats for the agent are closed. Users in those chats will need to start a new conversation to continue.

Transfer All Chats to Another Agent

Move all of an agent's active chats to a different agent.

Steps:

1. Navigate to Administration > Agent Status.
2. Locate the agent whose chats you want to transfer.
3. Click the Transfer button in the Manage Chats column.
4. In the dialog that appears, select the destination agent from the list.
5. Confirm the transfer.

Result: All active chats are moved from the original agent to the selected agent. The conversation continues seamlessly for the user.

Unstick All Chats for an Agent

Remove sticky assignments so chats can be redistributed to other agents.

Steps:

1. Navigate to Administration > Agent Status.
2. Locate the agent in the table.
3. Click the Unstick button in the Manage Chats column.
4. Confirm the action in the dialog that appears.

Result: All sticky chat assignments for the agent are removed. When the user next sends a message, the chat may be routed to a different available agent.

Force Log Off an Agent

Remotely log out an online agent from their current session.

Steps:

1. Navigate to Administration > Agent Status.
2. Locate an online agent in the table.
3. Click the Log off button in the Manage Chats column.
4. Confirm the action in the dialog that appears.

Result: The agent is immediately logged out of their session and must log back in to continue working.

Best Practices

Guidelines for effectively monitoring and managing your agent team.

Monitoring Workload Distribution

Use the Agent Status dashboard to maintain optimal workload distribution across your team:

• Check regularly during peak hours - Monitor agent capacity when chat volume is high to identify overloaded agents
• Watch for imbalanced distribution - If some agents are at capacity while others have few chats, consider using Transfer to rebalance
• Track patterns over time - Note which times of day or days of week tend to overload your team
• Plan for absences - When an agent will be unavailable, proactively transfer or unstick their chats

Handling Agent Absences

When an agent is unexpectedly absent or needs to leave:

• Immediate transfer - If the agent has active conversations that need immediate attention, use Transfer to move them to an available agent
• Unstick for planned absence - If the agent will be out for an extended period, use Unstick so chats naturally redistribute when users respond
• Force log off - If the agent left without logging out, use Log off to properly close their session for security

Related Topics

• Admin Guide
• Agent Management
• Manage Agent
• Sticky Chat
• My Profile