What are the agent status?

As the name indicates, it refers to the state in which the agent/user of the platform is, and it can be selected manually. This will determine whether or not the agent can receive conversations in Live Chat and directly impacts the metrics that are reflected in the dashboards.

If you want to know more about agent metrics, you can consult the following article: Agent metrics article.

Where are the states and their configuration located?

The states are in the upper right corner. When navigating the platform, the user can consult this information at any time and, in an agile way, will have visibility of its current status.

The default status is “Offline”.

What states are there?

There are 6 states. 5 of them specify what the agent is doing, without receiving conversations. These are distinguished by their orange color. Only one state receives conversations, which is “Online”, identified with green.

What is the difference between “receives conversations” and “does not receive conversations”?

The “Online” status, which is green and located in the “Receive conversations” sector, allows agents to be enabled to receive chats automatically or to assign chats to them.

The “Online” status, which is in orange, and the following 4, allow the agent to navigate the platform without receiving chats automatically. 

All these statuses are reflected in the agent metrics report. 

Settings

Below the statuses, there is a “ settings ” area for each user to customize the platform.

Platform appearance

This is a setting in the platform that changes the interface to a darker color palette, with black or dark gray backgrounds and light text. This mode is designed to reduce eye strain in low-light environments, decrease screen brightness, and on some devices, optimize power consumption. By enabling “Dark Mode” or “Night Mode,” you will be able to work more comfortably during extended sessions, especially at nighttime hours.

Please note that this will apply entirely to the chat screen. All other screens have Light Mode only.

To configure it you must enter the menu on the right and click on the “Appearance” button.

You can revert the settings in the menu on the right of the screen at any time.

Dark mode:

Night mode: