US English (US)
GB English (UK)

By Appointment to
His Majesty The King
Contact Centre Service Software
Cirrus Response Ltd
Epsom

Contact Us

If you still have questions or prefer to get help directly from an agent, please submit a request.
We’ll get back to you as soon as possible.

Please fill out the contact form below and we will reply as soon as possible.

  • Cirrus eLearning
  • Contact Us
English (UK)
US English (US)
GB English (UK)
  • Home
  • Cirrus Digital
  • Supervisors

Agent Statuses

Written by Keith Winhall

Updated at January 16th, 2025

Contact Us

If you still have questions or prefer to get help directly from an agent, please submit a request.
We’ll get back to you as soon as possible.

Please fill out the contact form below and we will reply as soon as possible.

  • Cirrus Connect
    Agent Supervisor Administrator
  • Cirrus Digital
    Agents Supervisors Administrators API Documentation
  • Release Notes
    Release FAQs Latest Release 2025 2024 2023
+ More

Table of Contents

What Is an Agent’s Status? Adding or Editing Agent Statuses Editing or Deleting an Existing Status Reviewing Agents Statuses in the Dashboard Agents Attendance Report Agent Statuses and Automatic Assignment

Managers can define a new status or change an existing status for agents. The agent’s performance is measured and reflected in various reports based on the use of statuses.

What Is an Agent’s Status?

Agent Statuses are divided into three categories: Active (green), Busy (red), and Away (orange). Additional statuses can be added into these categories to help the organization create a better reflection of the business operations in the different reports. For example, add the Away status “On break” or the Busy status “In a meeting” to better describe the agent’s current status and have a meaningful report about the agent’s time.

Note! The more agents are careful to switch themselves to the correct status, according to whether they are active/inactive, the better and more insightful the reports will be for the agents and for the organization.

 

Team managers can create and assign statuses to different agents, and the agents can then view and select the relevant statuses from their Personal Settings menu (the circle with their initials).

Adding or Editing Agent Statuses

Click on the Settings icon and under the organization menu, choose Agents Status.

To add a new status:
1. Go to Settings > Agent Status and click on the + on the left corner.
2. Choose a category, enter a short name for the status, and click Add (Optional: You can define a maximum time for the activity).

Editing or Deleting an Existing Status

1. Go to Settings > Agent Status and hover over the desired status.
2. Click on the pencil icon at the end of the row, edit the status, and click Save.
3. To delete the status, hover over the desired status, click on the delete icon at the end of the row.

Reviewing Agents Statuses in the Dashboard

At the main menu sidebar, click the Dashboard icon. At the lower section, at the Agent Table, you can see all agents with their current status, and how long they were at that status.

Click on the displayed status to change it for the agent:

Agents Attendance Report

To view the Agents Attendance Report, hover next to the desired agent and click on the Calander icon that appears next to the name.

Alternative way: Navigate to Insights > Agents, select the desired agent from the list, and click on the Agents Attendance Report.

Agent Statuses and Automatic Assignment

Team managers can add additional statuses to specify further which agent statuses are needed to be in place to receive incoming traffic. The Automatic Assignment module delegates the incoming traffic to the different agents. By default, Active (green) statuses get regular and special automatic assignments, and Busy (red) statuses only receive special assignments.

1. Navigate to Settings > Automation > Auto Assignment.

2. Remove a status from the list by clicking the X next to it:

 

Was this article helpful?

Yes
No
Give feedback about this article

Related Articles

  • Agent Dashboard
  • Agents Homepage
  • Inbox Management

Cirrus
Office 126
63 St Mary Axe
London, EC3A 8AA
Tel: 0333 103 3333
Email: cm@cirrusconnects.com

Social: twitter linkedin

Privacy Policy

Postal address
Cirrus
PO Box 708
Epsom, KT17 9RA
Tel: 0333 103 3333
Email: support@cirrusconnects.com

© Copyright Cirrus


Knowledge Base Software powered by Helpjuice

Expand