Set Your Availability

Learn why it's critical to set your availability as an agent within the Live Agent Engine dashboard!

Overview

For the system to work as intended, agents must ensure that their system status is accurate within the Live Agent Engine. If no agents are marked online within the Live Agent Engine dashboard, conversations will not be escalated. For more information on how the system determines if a conversation should be escalated to an agent or not, check out the Escalation Schedule page.

Escalation Schedule

How to Set Availability

Set Your Availability In the Dashboard

1. Click on your User Icon in the dashboard's bottom left corner, which opens a menu.

2. At the top of the popup, there are three dots which indicate the following status:

• Green - Online (Available for new escalated conversation assignments)

• Yellow - Busy (Agent is still active in the dashboard, but does not want new escalated conversations to be assigned to them. Best used when agents are seeing a major influx of escalated chats)

• Gray - Offline (Will not be assigned escalated conversations)

You must set your status to "Offline" before leaving for the day. Closing out the tab without marking yourself offline will not update your status.

Automated Status Updates

We always encourage agents to manually adjust their availability status to ensure its accuracy. However, there is functionality available to help automate the agent's online status:

Agents

• Mark Offline Automatically- Agents can permit the system to automatically mark them offline when they aren't using the app or dashboard.

Mark Offline Automatically

Administrators

Administrators: For more information on how you can adjust an agent's online status, click the link here: Admin Overview