In the Agents view, each column between the Name column and the Status Duration column corresponds to a channel group (by default, there are two: Async and Realtime). For each channel group, an agent can have one of the following statuses:
Available: Shows a green dot, which indicates that the agent can receive interactions and has not yet reached their max capacity for this channel group.
Available (busy): Shows a yellow dot, which indicates that the agent has reached their max capacity for this channel group and is no longer receiving new interactions, unless they manually request one.
Away: Shows a red dot, which indicates that the agent is unavailable for this channel group. There are several possible reasons for this:
The agent has missed an interaction, which automatically switched them to Away.
The agent has been idle for 45 minutes, which automatically switched them to Away.
The agent is away and has manually changed their status to account for it.
The agent is working on a single channel group at the moment.
Disconnected: Shows a gray dot, which indicates the agent does not have the necessary permissions to access the channels in the channel group, or is not connected to Routing mode.