Agent Status
''Agent Status'' is a PBX.IM feature that allows administrators to configure and manage the availability status of agents within the system. This page enables the creation of different status types for agents, which can help identify their current activity or availability, such as being "On a Break," "Attending Calls," "Offline," or other custom statuses.
Table of Contents
Introduction to Agent Status
Access Agent Status
- Log in to PBX.IM
- Go to Settings
- Click on General
Set up an Agent status
Once you click on the ''Agent status'' section, a page will open where you can see an overview.
To add a new Agent status all you have to do is to click on ''Add Agent Status'' in the upper right corner.
Once you click on it, a form will open up where you need to fill in the details:
Add Agent Status
| Field | How to use |
|---|---|
| Status Name | Write the name for the agent status. For example, you can add: Lunch break, Daily stand up etc. The statuses added here will be available for use in Settings. Check on Teams page for more details. |
| Team | Assign the status to a team (or the relevant users) from the dropdown menu. Which statuses a team is allowed to use is also managed on the Teams page. |
| Allow Inbound Calls | Toggle on or off to allow or disallow inbound calls. |
| Allow Outbound Calls | Toggle on or off to allow or disallow outbound calls. |
| Set by Agent | Toggle on or off to allow the agent to set this status. |
| Color | Choose a color for this status. |
| Time limit | Set a time limit for this status from the dropdown menu. If the agent exceeds the time limit, you as the admin will be notified, and the agent's status will be colored red. |
| Billable Toggle | Select whether this status is billable or non-billable. |
Automatic vs. custom statuses. Online and Offline are set automatically when an agent checks in or out of the Webphone. The statuses you create here are the custom availability states — breaks, meetings, admin time, and similar.
Where agents pick a status. Agents change their status from the Status tab in the Webphone (see Do a Test Call). Only statuses with Set by Agent enabled appear there for agents to choose; the rest stay admin-managed. As an admin, you can also override an agent's current status when needed.
Billable vs. non-billable. The Billable setting controls how time spent in a status is counted in the agent's Stats → Break breakdown, which splits time into billable and non-billable duration.
Edit an Agent Status
If you want to edit an Agent Status, simply go to the main page and click on the ✏️ icon. The same form will pop up, allowing you to make any necessary changes.
Note: It’s not necessary to add users for each status. You can simply add the name of the status and toggle on the 'Set by Agent' option to allow your agents to set it.