Some examples of statuses include Online, Unavailable, Busy, or Assisting, among others.
Depending on your role within Live, the level of control you have over statuses will vary:
Agent ProfileYou’ll be able to view the list of available statuses and select the status with which you’ll log in to the platform.
During your shift, you can change your status whenever you need to, depending on the options enabled by your team.
Agent Dashboard, Coordinator, and Agent Supervisor ProfilesIn addition to viewing the available statuses, you’ll have the option to choose the status with which you’ll log in to the platform and modify it once you’re logged in.
You’ll also be able to access the Status Manager, where you can create new statuses or delete existing ones.
If your role is Coordinator, Agent Supervisor, Supervisor, or Administrator, as an additional feature, you’ll have access to the Pause report directly from the platform, with the option to download it whenever you need to.☝ Understanding and properly managing statuses will allow you to maintain more organized communication, optimize customer service, and ensure better coordination with your team within Live.
Review the guide below to learn each step: