Getting Started & Dashboard Basics2 min read
Managing Agent Duty Status (Online, Break, Offline)
Learn how to switch your presence status to control live customer chat assignments.
Overview
Your agent presence status informs the automated router whether you are actively on duty to handle customer chats and phone calls.
📍Exact Buttons / Menus in Dashboard
OnlineBreakOffline
Step-by-Step Instructions
1Locate the Duty Status Selector
Click the status dropdown pill in the top header bar next to your profile picture.
🎯Exact Dropdown: Presence Status Selector
2Select Your Work State
Switch to [Online] when starting work, [Break] during lunch or rest periods, and [Offline] when finishing your shift.
🎯Exact Dropdown Options: [Online], [Break], [Offline]
💡Pro Tips & Best Practices
- •Always switch to [Offline] before logging out so new customer chats are immediately assigned to active team members.
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