Agent statuses

Admins can create custom statuses that require agents to specify a reason when they are away. Each status can define an allowed time, which is visually indicated in monitoring views when an agent exceeds the time limit. This guide explains how to create, manage, and monitor custom statuses.

In Settings > Desk > Agent status, admins can add custom Away statuses for the scenarios they need to track.

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1. Click Add status + to open the Add agent status form.
2. Enter a clear status name, such as Lunch or Training.
3. Enter a description to explain when agents should use this status.
4. Set the allowed time to limit how long agents can stay in this status per day.

Note: You can create up to 10 custom statuses.

The Allowed time defines how long an agent can stay in a custom status. In Workforce status and Agents > Agents, the timestamp turns red when an agent exceeds the allowed time. For more information, see the Monitor custom statuses section on this page.

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The Agent status page provides two tabs for managing custom statuses. Use Active status to edit or archive statuses and Archived status to review archived statuses.

Admins can edit or archive custom statuses. Click the overflow button for a status.

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• Editing updates the description and allowed time.
• Archiving removes the status from the agent status list but keeps logs.

You can view archived statuses in the Archived status tab.

Note: Archiving a status is effectively removing it. It can no longer be used or restored.

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All agents can apply custom Away statuses from the ticket view. The statuses you set appear as shown below.

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After setting up custom statuses, admins can monitor their usage in real time and access statistics on them in the following pages in Sendbird Dashboard.

Note: If an archived status was applied during the selected period, it appears in the statistics.

In Agents > Agents, view the current status of each agent. You can see each agent’s status, how long they have remained in it, and manually update their status.

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Note: The Status duration is calculated per status change. Each time an agent changes their status, the timer resets to 0 seconds.

In Workforce status, both agents and admins can view the current status of each agent who isn’t Offline status and how long they have remained in it. If the allowed time is exceeded, the time value turns red.

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Note: The Time spent is calculated per status change. Each time an agent changes their status, the timer resets to 0 seconds.

In Monitoring, view real time overview statistics for today. All the data on the page is based on the numbers collected since 00:00 am of the current date.

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In Reports > Agent, view performance reports for agents. You can review aggregated statistics for a selected time range and export the data. After exporting, go to Data exports in the left navigation menu bar to download the report.

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