🚥 How to add a new user status?
To create a custom status that reflects the availability of your agents, follow these steps:
Go to the side menu and select the Settings > User Management > User Status module.
Click on the Create Status button.
Fill in the information requested in the form:
Image: Add an image or icon that visually represents the new status.
Description: The name that represents the new status (e.g., Lunch Time, On Break).
Keyword: Abbreviation or keyword to identify the status internally.
Assignable: Defines whether the system assigns or does not assign new conversations to the agent while they have this status in use.
Active: Defines whether the status will be enabled and visible so that Agents can select it.
Once the information is completed, click the "Create" button.
🔄 How does Assignment work based on status?
The Assignment of conversations in Atom is intelligent and is based on three key factors: the current status of the Agent, the number of people within a group, and the configured service hours.
💡 Practical example: If within a group there are two Agents, and one of them is in an "assignable" status (available) and the other is not, all new chats will go directly to the Agent with available status.
The Service Hours Exception: However, if service hours are configured (for example, from 08:00 AM to 05:00 PM), and within the group there is no Agent in available status but conversations continue to come in, Atom will automatically assign the conversation so as not to leave the customer without a response, even when the Agent is in an unavailable status.
Manage workload efficiently! 🚀
Properly configuring user statuses allows you to have full visibility of your team's availability and ensure that the distribution of conversations flows without interruptions. ✅