Activity Statuses help agents manage their time and when they should be receiving tasks. Admins can manage Activity Statuses through the Activity Statuses tab in the Agent Desktop dropdown in Settings.
By default, you will always have the "Offline" and "Available" statuses. These cannot be deleted or edited.
Note: Status updates, edits, reorders, and deletions may take a few minutes to update. If your status updates are not yet reflected, try refreshing the Regal app.
Add or Edit Statuses
To create a new status, click the "New Status" button at the top right of the page. Then enter what you'd like the status to be called, and select whether the status is an Available status. Available statuses are statuses within which agents can receive tasks. If availability is turned off, agents are not able to receive tasks in this status (this may be appropriate for statuses like 'Meetings', 'Lunch', 'Break'). You cannot change this setting once the status has been created.
Admins can edit an existing status name by clicking the "Edit" button in the row.
Delete Statuses
Admins can delete statuses by clicking the "Delete" button in the row. When a status is deleted, it will be removed from the Activity Status dropdown on the Agent Desktop for agents to select. Any agents actively in that status will be removed to offline, and no longer able to select the deleted status.
Reorder Statuses
The order which you see statuses in the Activity Statuses table is the order in which the statuses will appear for agents in the Agent Desktop. Drag and drop rows in the table to adjust this order. The order is automatically saved once a row is moved.
Updates to the Agent Desktop status dropdown may take a few minutes to be reflected - agents should refresh for the updated version.