User States in Atom: Effective and Practical Management
How to add a new user state?
Select the Configurations > User Management > User States module
Click on the Create State button
Complete the requested information:Image:Add an image or icon that represents the new user state.Description:Name that represents the new user state.Keyword:Abbreviation or keyword of the name of the new state.Assignable:Defines whether or not to assign conversations while the state is in use.Active:Defines whether the state is available for Agents to select.
Image:Add an image or icon that represents the new user state.
Description:Name that represents the new user state.
Keyword:Abbreviation or keyword of the name of the new state.
Assignable:Defines whether or not to assign conversations while the state is in use.
Active:Defines whether the state is available for Agents to select.
Once the requested information is completed, click on the "Create" button.
The Assignment is based on the current state of the Agent, the number of people within a group, and the configured business hours.
For example: If there are two Agents within a group, and one of them is in an available state and the other is not, everything will be assigned to the Agent with the available state. However, if a business hours is configured, for example, from 08:00 AM to 05:00 PM, and there are no Agents in an available state within the group and conversations continue to enter, Atom will automatically assign the conversation even when the Agent is in an unavailable state.