Create New Agent Status
On the dashboard, agents can change their availability status based on their condition. This status determines whether they can receive tickets automatically or not.
In addition to the status above, you can add a new status. For example, you want to add status for "Training" by selecting Customer Service menu, then go to Auxiliary Mapping menu.
At the upper right corner, click the '+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 selected the auxiliary, click 'Save'.
Component Explanation :
Reason
Indicates the name of the Agent status to be added.
Reason Code
Code of agent status.
Choose Auxiliary
If you select 'True', the Agent cannot receive automatic ticket distribution when selecting this aux. However, if you select 'False' then Agents can receive automatic ticket distribution when in this aux state.
After new agent status is successfully created, the status will appear on the Agent's Dashboard, as shown image below.
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