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Chat agent statuses in Chat
Answer ID 2156   |   Last Review Date 11/14/2018

What are the chat agent statuses?

Environment:

Oracle Service Chat

Resolution:

A chat agent’s status describes the agent’s availability to the supervisor and other agents in Chat. While working in Chat, agents can change their status. Oracle Service Chat has five default chat agent statuses, all of which are associated with the Available or Unavailable status type:

  • Unrestricted: indicates that there are no restrictions to an agent’s availability to chat. This status has an Available status type associated with it. 
  • Unqualified: indicates that the agent did not specify a reason for being unavailable to chat. This status has an Unavailable status type associated with it. 
  • In Meeting: indicates that the agent is in a meeting and is not available to chat. This status has an Unavailable status type associated with it. 
  • On Break: indicates that the agent is on a break and is not available to chat. This status has an Unavailable status type associated with it.
  • Unspecified: indicates that the agent is logged out of Chat. This status does not display to the staff on the Agent Status drop-down menu.

These default statuses cannot be deleted. You also cannot change the status type associated with these statuses.


Adding custom statuses:  The five default chat agent statuses may be enough for your organization. However, if additional chat agent statuses will help you more accurately determine the status of agents, you can add them. When you add a chat agent status, you must assign it to one of the two default status types - Available or Unavailable.

To add or edit a chat agent status, use the steps below:

  1. Configuration > Application Appearance > Customizable Menus
  2. System Menus > Chat Agent Statuses
  3. Select New from the top ribbon to add a custom status
  4. Enter a label value (display name)
  5. Select the status type from the drop down (Available or Unavailable)
  6. Save


Answer ID 2799: Chat agent status set in profile provides information on associating chat statuses with agent profiles.

For additional information, refer to the 'Add and edit chat agent statuses' section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.

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