Agent Status

Index:

1. Objective
2. Available Status
3. Operation of the Status
4. User Preferences in Desk

Objective

The purpose of this document is to provide context on the operation of desk attendants' statuses, user preferences regarding these statuses, and the calculation of time spent in these statuses.

Available Status

Currently, in the desk, there are three statuses available that the user can switch between:

• Online: Indicates that the user is available to receive tickets.
• On Break: Indicates that the user is not available at that moment because they have taken a break from their workday. These breaks can also be customized by the manager, so when the agent selects the "on break" status, they also need to select the reason for the break.
• Invisible: Indicates that the user is not available to receive tickets, but they may still be attending to tickets that arrived before changing their status to invisible.

In addition to these three statuses, there is also the offline status, which is not visible to the user but is set automatically when they log out of the tool.

Operation of the Status

Statuses in the desk are always changed manually by the user. By default, a user's status when entering the desk is "invisible." To start receiving tickets, the user needs to manually change their status to "online."

When a user wants to take a break from their workday, they need to manually change their status to "on break," and if the manager has configured customized breaks, the user will also need to provide the reason for the break. While on break, a timer will be displayed on the user's desk screen to let them know how long they have been on that break.

The system will not assign more tickets to this user while they have the "on break" status, but the user can continue to handle tickets that were already assigned to them before changing their status to "on break."

Even if the break time exceeds what is configured by the manager, the user will only exit this status if they manually change to online or invisible.

If the user enters the "on break" status and closes the desk tab, the system will automatically change their status to offline and stop counting the time as break time, considering it as offline time. When the user reopens the desk, their status will again be invisible.

When the user is preparing to finish their shift, it is recommended that they change their status to invisible because in this status, the system will no longer assign any tickets to them. This allows them to complete ongoing interactions and then log out of the platform.

The system only considers the user's time in one of these three statuses while the desk window is open in the browser, even if it is open in another tab. Once the desk is closed, regardless of the user's status, the time stops counting and is considered offline time. When the user reopens the desk, their status will be invisible again.

User Preferences in Desk

There is a preference in Desk that has a significant influence on the agent's statuses. This option is called "Stay Online When Closing Blip Desk," and when it is enabled, the operation of agent statuses is changed as follows:

When the user closes the tab with the desk in the online status, the system will keep their status as online and count that time as online as well. When reopening the desk, their status will be online.

The other scenarios remain the same:

• If closed as invisible, upon reopening, it returns as invisible, and the time spent with the tab closed counts as offline time.
• If closed as on break, upon reopening, it returns as invisible, and the time spent with the tab closed counts as offline time.

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