Background #
Away Status #
Reasons allow Agents to categorize why they went Away from Gladly (e.g., Break). When an Agent is Away, they are not able to use the Gladly system.
When Agents go Away, their Away reason appears on Liveboards, so supervisors can know why Agents are not online. See here for more information on Liveboards.
Also, Agent Away timing and reasons get categorized in historical reports like the Agent Performance Summary, which supervisors can use to analyze overall team performance.
Tip – Agent idle time
If an Agent is inactive for a certain about of time, Gladly will set them to auto-Away, and they will be marked “Idle.”
To view default Away Status Gladly has set up for your instance, see default settings.
Active Status
Statuses that are chosen by Agents to show what they are doing while they are logged in. Statuses like:
- Helping Customers
- Training
- Administrative Work
This is helpful if you need to quantify how Agents spend their time working. Use reports like Agent Duration and Agent Timestamps to report on Agent Status.
We recommend prepping and training your team on how to use the Active Status options you create.
Goals #
Set up Away reasons so that you have adequate insight into why an Agent went Away.
Estimated Effort #
As little as 15 minutes for simple setup
Step-by-Step Tutorial & Best Practices #
- Go to Settings > Agent Status
- Add Away Status or Active Status.
- Gladly recommends creating granular enough reasons to give supervisors insight, but not so much that Agents get overwhelmed (e.g., a list of 4-7 should do) when choosing a reason.
- Gladly also highly recommends documenting what you would like Agents to use each reason for to get the best results.
