REQUIRED USER ROLE Administrator |
You can only edit the name of an Active or Away status. You also cannot convert an existing Active status to an Away status and vice versa. You’ll need to create a new Agent status instead.
- Using the Type column to determine which Agent Status (Active or Away) type to edit, click the kebab icon (three dots) to the right of the status, then click Edit.
2. From the Edit Agent Status screen, click on the name field to change the name of the Away or the Active status.
3. Click Save.
You’ll notice that the Type section is grayed out. It’s because you can’t change an Agent Status type once it’s created. You’ll need to create a new Agent Status instead or archive Agent Statuses no longer being used.