The Agent Availability Status in the Dashboard enables the Admins and Supervisors to monitor and take charge of the availability of agents. In case of high volume of incoming tickets/phone calls/chats, a quick glance of the Agent Availability Status will tell the Admin if there are sufficient agents to handle the tickets and the Admin can change the availability of agents if necessary.


Quick guide to viewing and changing the agent availability:

  • Log in to your support portal as an administrator.
  • Click on to Agent Availability Status found in the right corner of the Dashboard.



  • Under Agent Availability, you can see the agents who are available/unavailable for Ticket Assignment, Phone calls and Live Chat.



Options available in Agent Availability Status and what they mean:


OptionsWhat they mean

  

By clicking this option, you can see the number of agents who are available and who they are.

By clicking this option, you can see the number of agents who are unavailable and who they are.








Using the toggle next to the agent name, you can switch off or switch on the availability of that particular agent.


By clicking on the drop-down list, you can choose a particular group in your support portal and view the availability status of agents in each group.


Agent availability for ticket assignment 


Agents can control their availability for automatic ticket assignment using the auto-assign icon next to their profile picture on the top right corner of the helpdesk.


Status bar in the Agent's Dashboard


The Ticket Assignment section displays the list of agents who are accepting and not accepting the incoming tickets. As an Admin, you can override their availability if necessary. You can also see the time for the agent who has been accepting or not accepting the tickets. You can also see the availability of agents in each group.


Agent availability for phone calls


Agents can control their availability for phone using the phone icon next to their profile picture on the top right corner of the helpdesk.


In the Phone section, you can see the list of agents who are accepting and not accepting incoming phone calls. You can also find out the agents who are taking phone calls, and those who are available and free. You can locate particular agents by sorting them based on their last activity or their names, or filtering them by their groups.



Agent availability for Live Chat


Agents can control their availability for live chat using the chat icon next to their profile picture on the top right corner of the helpdesk.


Live Chat section, you can see the list of agents who are accepting and not accepting visitor chats. You can also find out the agents who are free and those who are chatting with multiple visitors. You can locate particular agents by sorting them based on their last activity or their names, or filtering them by their groups.