- Navigate to Settings → General → Agent Status → Configuration
- You can fill in the below auto-updates based on your organization requirements:
- Agent Status on sign-in - By default, it is ‘Available’.
- Agent Status on Sign Out - You can select one of the ‘Unavailable’ Status Types from the drop-down.
- Agent Status when operating at capacity - You can select one of the ‘Unavailable’ Status Types from the drop-down when the agent is operating at capacity i.e the configured number of contacts the agent can concurrently handle in Settings → General → Routing.
- Agent Status when Idle - You can enable the 'Agent Idle Tracking' option and set the agent's inactivity duration. If the agent(s) remain inactive for the set time, the status is changed to the configured 'Unavailable' values from the drop-down.
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