Plan requirement
| Subscription | Suite Growth or higher, Support Professional or higher |
| Access | Admin |
Which statuses agents can choose from. Fewer is better, and every one on the list should change either the routing or somebody's decision.
Manage them
- Open the agent statuses in Admin Center.
- Review which are available.
- Turn off any nobody uses.
- Set which apply to which groups, where that differs.
The test for keeping one
Does it change what work reaches the agent, or does somebody act on it? If the answer to both is no, it is a label rather than a status.
Four or five is plenty
Online, away, transfers only, offline, and perhaps one for a specific activity. A long list means agents pick approximately, and approximate statuses are worse than fewer accurate ones.
Do not model the whole day
Statuses for lunch, training, coaching, admin and email each look reasonable and together turn the status picker into a timesheet. Agents then either ignore it or spend their attention on it.
Per group where the work differs
A phone team needs statuses an email team does not. Restricting the list per group keeps each one short without removing what anybody needs.
Explain what each one does
Not what it is called: what happens when you select it. "Transfers only means no new conversations, but a colleague can still hand one to you" is what makes it used correctly.
Review after a channel change
Adding a live channel changes which statuses matter. What was cosmetic on email becomes operational on messaging.
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