Create New Agent Status
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 a new status. For example, you might add status for training by selecting Customer Service menu > Auxiliary Mapping.
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 select whether the status should appear in the dashboard to the agent (Auxiliary), click 'save'.
Component Explanation :
| Field Name | Description |
|---|---|
Reason | Availability of agent status i.e available, break, etc. |
Reason Code | Code of agent status. |
Choose Auxiliary | If you select 'true,' the Agent will be unable to accept incoming tickets while in this status. If you choose 'false,' the Agent will be able to receive incoming tickets. |
After new agent status is successfully created, the status will appear on the Agent's Dashboard, as shown image below.
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