Plan requirement
| Subscription | Suite Growth or higher, Support Professional or higher |
| Access | Admin |
One availability status across every channel. What it drives, and the thing it looks like it measures but does not: how hard somebody is working.
What it does
An agent sets one status, and it applies to messaging, calls and everything else at once. Routing uses it to decide who receives work.
Before unified statuses, availability was per channel, and agents were routinely available somewhere they had forgotten about.
Why it matters for routing
Omnichannel routing only assigns work to agents who are available. A status that does not reflect reality means conversations going to somebody in a meeting, and customers waiting for a reply that is not coming.
The statuses
Online, away, transfers only, offline, plus any custom ones you add. Each decides what can be routed to that agent.
It is not a productivity measure
Time in a status reflects meetings, training, breaks, and helping a colleague at their desk. Reading it as effort produces the wrong conclusion and, once agents realise it is being read that way, produces inaccurate statuses.
Statuses work because agents keep them honest. Measuring people on them removes exactly that.
Agents have to maintain it
Which only happens if they understand what it does. "It stops work being sent to you while you are in a meeting" is the explanation that makes it stick.
Where it is most valuable
Live channels. On email it matters less, because nothing is waiting in real time.
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