How to Configure Operator Statuses?

Operator statuses define whether an operator can receive new dialogues. Examples: "Online", "Offline", "On break". You configure statuses to control operator availability and time tracking.

When You'll Need This

  • You need to add custom statuses (e.g. "Lunch", "Meeting").
  • You need to control which statuses allow receiving new dialogues.
  • You need to configure time counting after all dialogues are closed.

What's Important to Know

  • Operator status — a state that shows operator availability (Online, Offline, On break, etc.).
  • Can receive — when enabled, operators in this status can receive new dialogues.
  • Count time after all dialogs closed — when enabled, the system counts time in this status after the operator has closed all dialogues (used for reporting and schedule compliance).
  • After losing connection to the panel. If the operator stays in a status with Can receive enabled but no active Operator Panel session remains (for example, the browser tab was closed), the system waits about ten minutes. If the session is not restored in that time, the status switches to an offline-type status (your organisation’s default offline or another status without Can receive, depending on how statuses are configured) so new inquiries are not assigned to someone who is away. If the operator opens the panel again within that window, the status is not changed automatically. If auto-offline is enabled in Operator Panel settings, the status chosen there is applied after the wait (not only the default offline).

Before You Start

  • You are logged in with supervisor or administrator rights.
  • You have access to operator panel settings.

Step-by-Step Instructions

1. Open Operator Statuses Settings

  1. Go to the Settings module through the menu or directly at /settings-page.
  2. In the sidebar, expand the Operator Panel group (labels may differ depending on UI language).
  3. Click on "Operator Statuses" or "Statuses" (/settings-page/statuses).
  4. A page with a list of existing statuses opens.

2. Create New Status

  1. On the statuses page, click the "Create" or "Add" button.
  2. In the form:
    • Name — enter the status name (e.g. "Online", "On break", "Lunch").
    • Color — choose a color for display in the interface.
    • Can receive — enable if operators in this status should receive new dialogues.
    • Count time after all dialogs closed — enable if time in this status should be counted after all dialogues are closed.
  3. Important: "Can receive" and "Count time after all dialogs closed" cannot both be enabled at once.
  4. Click "Save" to create the status.

3. Edit Existing Status

  1. In the list, find the status and click on it to open the edit form.
  2. Change the parameters as needed.
  3. Click "Save" to apply changes.

4. Delete Status

  1. In the list, find the status.
  2. Use the delete action (if available).
  3. Confirm deletion. You cannot delete a status that is used in auto-offline settings.

What Happens Next

  • Operators can switch to the new status in the operator panel.
  • Statuses with "Can receive" enabled allow operators to receive new dialogues.
  • Time in statuses with "Count time after all dialogs closed" is used for schedule compliance and reports.

How to Verify Everything Worked

  • Create a new status and assign it to an operator.
  • Check that the status appears in the operator panel and that "Can receive" works as expected.