Create a New Agent Status
Last updated
Last updated
On the Agent dashboard, you can see the availability status of the agent. This availability is one that determines the distribution of tickets. For example, each agent who is logged in to the 3Dolphins app, the agent must change its status to Available to receive tickets from customers, or when the shift is over, the agent can change its status to shift end.
In addition to the status above, you can add new ones status. For example, you might add a status for training or backup by selecting Customer Service menu > Auxiliary Mapping.
At the upper right corner, click +New Agent Status button. Then, you will see a pop-up form to add a new agent status. Enter a status name (Reason), reason code, and select whether the status should appear in the dashboard to the agent (Auxiliary), click Save button.
Component Explanation :
Field Name
Description
Reason
A availability of agent status i.e available, break, etc.
Reason Code
Code of agent status.
Choose Auxiliary
If you choose ‘true‘ then the agent status will show on the availability status of agent. but, if you choose ‘false‘ then the agent status will hide on the availability status of agent.
After new agent status successfully created with auxiliary 'true', the status will appear on the Agent's Dashboard, as shown as image below.
