Engage Digital | Viewing the status of an agent

Last updated on April 20, 2021
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. 
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