What is Omnichannel Custom Agent Status

Modified on Sun, 9 Mar at 4:28 PM

This feature is available as an Early Access Program (EAP) for Pro and Enterprise Omnichannel customers only. Refer to this post for more details.

With Custom agent status, admins/supervisors can get complete visibility into how agents are spending their time when they’re unavailable to assist customers. This makes planning for workforce management much easier and helps evaluate agents better.

An agent’s status determines if they are available for Automatic Ticket Assignment. Only an agent who is ‘Available’ will be assigned issues.

Freshdesk Omnichannel provides a set of default and custom agent statuses. An admin/account admin can enable/disable a custom status, whereas default statuses cannot be toggled.

The default and custom statuses will be displayed to all agents in an account. When you disable a custom status, it will not be available for agents to choose from. Check out Setting your Availability Status for more details.

Status name	Status type	Description	Available/ Unavailable for Omniroute
Available	Default	Indicates that the agent is logged into the account and is available to address issues.	Available
Ongoing call	Default	Indicates that the agent is logged into the account and is on a call.	Unavailable
Unavailable	Default	Indicates that the agent is not logged into the account and is not available to address issues.	Unavailable
After Call Work	Default	Available only for the phone channel. Indicates that the agent is performing activities like adding notes/tags, etc.	Unavailable
Meeting	Custom	Indicates that the agent is logged in to the account but is attending a meeting. Hence not available to attend to issues.	Unavailable
Break	Custom	Indicates that the agent is logged in to the account but is on a break. Hence not available to attend to issues.	Unavailable
Training	Custom	Indicates that the agent is logged in to the account but is attending training. Hence not available to attend to issues	Unavailable
Lunch	Custom	Indicates that the agent is logged in to the account but is away for lunch. Hence not available to attend to issues.	Unavailable