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Agent Availability

Agent statuses show an agent's availability at any given moment. They are used to determine whether agents should be included or excluded from 'load balancing' and 'round robin' auto-assignments. They also trigger warnings to other agents - e.g. If someone tried to re-assign a ticket to an agent with their status set to 'Out of Office', a pop up would alert them about the agent's status and ask them to confirm that they want to proceed with the re-assignment.




Statuses will automatically switch between 'available', 'away', 'busy' and 'offline', based on agent activity and items in their calendar. However, statuses can also be set manually by clicking on an agent's icon in the top right hand corner of the screen and selecting the status drop down.


In Halo, statuses can be created and edited by system administrators. This is done in Configuration > Calendars and Appointments > Statuses.



Here, you can click into existing statuses to edit them, or press 'new' to create a custom one.



You will then be taken to the set-up page where you can give the status a name, a colour and use the sequence to order it (lower numbers appear higher in the list of statuses). There are also further checkboxes to define the behaviour of the status, such as its inclusion in ticket auto-assignments and Live Chat.

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