Human user statuses

The Agent Status tab allows you to configure the availability states that agents can have on the Robylon platform. These statuses determine whether an agent is eligible to handle chats, tickets, or calls.

Default Statuses

By default, the following statuses are available:

Online — Agent is active and available to take queries.
Offline — Agent is logged out or unavailable.
Unavailable — Agent is logged in but not accepting new queries.

Adding a New Status

Click Add New Status

Open the Agent Status tab and select Add New Status.

Set Status Name

Enter a clear name for the new status (e.g., Break, In Training, On Call).

Choose a Symbol

Assign a symbol or icon to visually identify the status.

Define Availability

Select whether an agent in this status is considered available to handle queries.

Save

Save the status so it appears in the list of agent states.

Best Practices

Keep statuses simple and descriptive (e.g., “Lunch Break” vs. just “Unavailable”).
Use non-available statuses for internal tracking (e.g., “Training” or “Meeting”).
Standardize across teams to avoid confusion when monitoring queues.