Statuses of agents in most cases are used to automate the work with requests. First of all, they are used for automatic distribution of requests.

 

 

In addition, the statuses also serve to control the work of operators: for example, you can create a status "Lunch break", and the manager will see that the employee is at lunch at a certain time, and thanks to the report on the Statuses of employees you can visually assess in graphical and tabular form how much time each employee spends on his lunch break. By analogy, it will be possible to track other statuses, how many times an employee changes them, the time of the first status "Online" and the last status "Offline", etc., thus having clear information about the working time of employees.