Breadcrumbs

Set up agent statuses in Care

Agent statuses show what your Care agents are doing at any moment, for example working on cases, taking a short break, or attending a meeting. Create your own statuses so that your team and your Care automations reflect how your agents actually work.

Before you begin

You need the Manage Care workflows permission in Care. For more information about Care permissions, see Set up Care permissions.

How agent statuses work

Agents choose their status in Care (see Control Your Online Presence and Status in Care). Everyone who works in Care can see each agent's status, for example, in Team availability and when assigning a case.

Care comes with three default statuses:

  • Online counts as working.

  • Away doesn't count as working.

  • Offline doesn't count as working.

You can edit the default statuses and add your own. Each status has the following properties:

  • Name: Up to 50 characters. Each name must be unique.

  • Color and icon: Every status has a color. An icon is optional.

  • Description (optional): A short note on when to use the status, for example, "Use when: coffee break, quick meeting etc."

  • Counts as working: Turn it on for statuses in which agents are actively working. When an agent in a status that doesn't count as working starts working in Care, Care prompts them to switch to a status that does.

  • Visible to agents: Turn it on to let agents choose the status in Care. It is off by default when you create a status. Leave it off until the status is ready for agents to use.

You can have up to 20 agent statuses in your account, including the default ones.

Offline is the sign-out status

When an agent signs out of Emplifi, Care switches them to Offline. Because of this, Offline is marked with the Sign-out badge, is always visible to agents, and doesn't count as working. You can't hide, delete, or duplicate it. You can still change its name, color, and icon.

Create an agent status

[Screenshot: the Agent statuses table in Settings -> Care -> Agent statuses]

  1. Go to Settings -> Care -> Agent statuses.

  2. Click Create agent status.

  3. In the Name field, enter the name of the status.

  4. Select a color and, optionally, an icon.

  5. (Optional) In the Description (optional) field, enter a short note on when to use the status.

  6. Turn Counts as working on or off.

  7. Turn Visible to agents on if agents can choose the status right away. By default, it is off.

  8. Click Save.

Result: The status appears at the end of the list.

To have Care unassign cases when agents switch to the status, set it up in Workflows. See Automatically Unassign Cases in Care.

Edit an agent status

[Screenshot: the Edit agent status panel]

  1. Go to Settings -> Care -> Agent statuses.

  2. Click the name of the status.

  3. In the Edit agent status panel, make your changes.

  4. Click Save.

You can also turn Counts as working and Visible to agents on or off directly in the table.

Change the order and group statuses with dividers

Agents see statuses in the same order as in the table. Dividers split the list into groups, and each divider can have a name.

  1. Go to Settings -> Care -> Agent statuses.

  2. To add a divider, click Add divider.

    The divider appears at the end of the list.

  3. (Optional) Click the divider and enter its name.

  4. Drag statuses and dividers to the position you want.

  5. To delete a divider, hover over it and click the delete icon.

Duplicate an agent status

  1. Go to Settings -> Care -> Agent statuses.

  2. Hover over the status and click the duplicate icon.

Result: A copy of the status appears at the end of the list. Edit it as needed.

Hide a status from agents

Turn off Visible to agents to stop agents from choosing a status. The status stays in the table so that you can turn it on again.

  1. Go to Settings -> Care -> Agent statuses.

  2. In the Visible to agents column, switch the toggle for the status to OFF.

Agents currently in the status are switched to Offline.

Delete an agent status

  1. Go to Settings -> Care -> Agent statuses.

  2. Hover over the status and click the delete icon.

  3. Confirm the deletion.

Agents currently in the deleted status are switched to Offline.

When you can't hide or delete a status

You can't hide or delete a status that is in use in any of the following places:

  • A Flow Automation workflow

  • Workflows in Care settings (Change agent status automatically or Unassign cases automatically)

  • A case queue

Hover over the Visible to agents toggle to see where the status is used. For Flow Automation workflows and case queues, the message names them. Remove the status from these settings first, and then hide or delete it.

What agents see in Care

Agents choose their status from the Status list at the bottom of the Care menu. The list shows only statuses that are visible to agents, in your order and with your dividers. For more information, see Control Your Online Presence and Status in Care.