Managing the unified agent statuses available to your agents

Team, Professional, or Enterprise







Verified AI summary ◀▼
Manage unified agent statuses to control availability across email, voice, and messaging. You can view default statuses and edit or delete custom ones. Custom statuses let you tailor availability settings, while idle timeout rules can automatically set agents to away or offline. Use APIs to manage agent and group availability for more control over your team's status management.






Location: Admin Center > Objects and rules > Omnichannel routing > Agent statuses


Unified agent status is part of omnichannel routing and provides a way for agents to control
availability for email, voice, and messaging from a single menu. The default agent
statuses are view-only, but custom unified agent statuses can be edited or deleted.
Admins can also enable and configure an idle timeout rule to
automatically set idle agents to away or offline.
This article contains the following topics:
Viewing unified agent statuses
Editing a custom unified agent status
Deleting a custom unified agent status


If necessary, admins can use the Unified Agent Status API to view and set an
agent's unified status or the Group Availability API to view availability
and capacity data at the group level.


Viewing unified agent statuses

When you enable omnichannel routing, native unified agent statuses automatically
become available for agents to use across channels. They cannot be edited, but you
may review their configuration. If you add custom unified agent statuses (Professional and
Enterprise plans), they are also available for all agents to use.

To review unified agent statuses
In Admin Center, click
Objects and rules in the sidebar, then select Omnichannel routing > Agent
statuses.
To view how a default status is set up, click the options menu icon ( ), and then select View details.
Review the configuration and click Close to return to the
list.






Editing a custom unified agent status

Native unified agent statuses can't be edited. If you created custom unified statuses, you can modify them at
any time. However, editing a custom unified status won't change the status of any
agent using that status at the time. The updated status name and definition won't be
applied to that agent until the next time they set that status. For this reason,
consider deploying updates outside of business hours if possible, or when fewer
agents are online.
To edit a custom unified status

In Admin Center, click
Objects and rules in the sidebar, then select Omnichannel routing > Agent
statuses.
Find the custom status in the list, click the options menu icon
( ), and select Edit.
Make your changes and then click Save. You might need to
refresh the Agent Workspace to see your changes.





Deleting a custom unified agent status

When a custom unified status is deleted, any agents using the status at the time are
notified, set to offline, and encouraged to set a new status.
Note: If you've
configured idle timeouts or disconnection statuses for the custom unified agent
status you're deleting, the following changes occur for agents upon the deletion
of their current status:
If the agent goes idle, they will remain in the current status. This is
true regardless of whether a different idle status was configured for
the deleted custom status.
If the agent experiences a disconnection event, their status is set to
Offline.




To delete a custom unified status
In Admin Center, click
Objects and rules in the sidebar, then select Omnichannel routing > Agent
statuses.
Find the custom status in the list, click the options menu icon
( ), and select Delete.
In the confirmation dialog, click Delete.





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