As a Customer Support Supervisor, you want to maximise the efficiency of your teams.
The user statuses show you right away how much time your agents spend online or in other statuses as configured by you. Before you roll out Time Tracking in your teams, make sure to adjust the settings to your needs.
There are three Status types: Online, Offline and Not Available. The statuses affect your workflow in different ways. Your agents need to be Online for the Get Case button to be able to get new waiting cases. Once the agents go Offline, they will not be able to receive cases.If the agent has cases in his inbox at the moment he goes Offline, the cases are removed from the inbox and go back to the queue. This does not happen with the Not Available status, the cases remain in the inbox but the agent does not receive any others until back to Online.
You can also track the real-time status of your agent using the “User Status - Agent overview” Report widget.
Don’t have User Status Feature yet? Get in touch with Support Team or your Account Manager today!