A status tells your team what an agent is doing right now: available for work, in a meeting, on a break, or offline. Agents change their own status from a menu in the top right of the screen, and administrators decide which statuses exist. SESTEK AgenticCX comes with ten predefined statuses, and you can add your own for the situations that are specific to your contact center, such as a team huddle or back office work.
You manage statuses in Administration, Settings, Work Environment, on the Statuses tab.
Watch the walkthrough
What you can do on this page
| Action | What it does | Permission needed |
|---|---|---|
| Open the Statuses tab and read the list | See every predefined and custom status with its color and type | None. The tab is visible to every user who can open Work Environment settings |
| Add Status | Create a custom status | Manage Work Environment Settings |
| Edit | Rename a custom status | Manage Work Environment Settings |
| Delete | Remove a custom status | Manage Work Environment Settings |
Grant the permission to a role under Administration, Identity management, Roles.
The status list
The list has three columns:
| Column | What it shows |
|---|---|
| Status Name | A colored dot, the name, and the label (Predefined) for built-in statuses |
| Type | Offline, Work or Break |
| Actions | A menu for custom statuses. Predefined statuses have no menu |
The colored dot is the color agents see in their status menu. It follows the status: Offline is grey, Available is green, On Call, ACW and BCW are red, Training and Meeting are blue, and the break statuses are yellow. A custom status takes the color of its type: blue for Work and yellow for Break.
The ten predefined statuses
| Status | Type |
|---|---|
| Offline | Offline |
| Available | Work |
| On Call | Work |
| ACW | Work |
| BCW | Work |
| Training | Work |
| Meeting | Work |
| Break | Break |
| Short Break | Break |
| Lunch Break | Break |
Predefined statuses cannot be edited or deleted. They have no actions menu, and the product states it plainly: Predefined statuses cannot be edited or deleted.
Custom statuses
Statuses you add appear below the predefined ones.
Add a status
Select Add Status (top right of the tab). A dialog opens with two fields.
| Field | Required | Rules |
|---|---|---|
| Status Name | Yes | Up to 100 characters. Must be unique. Placeholder: Enter status name |
| Type | Yes | Work or Break only. Placeholder: Select type |
Custom statuses can only be Work or Break. The Offline type is reserved for the predefined Offline status. The type you pick decides the color of the status dot.
The form checks your input as you go:
| What happens | Message |
|---|---|
| You leave the name empty | This field is required. |
| The name is already taken | Name must be unique |
The uniqueness check is not case sensitive and also covers the predefined names, so you cannot create a second "Lunch Break" or "lunch break".
Save stays disabled until the name is valid and a type is selected.
Edit a status
Open the actions menu on a custom status and choose Edit.
The Edit Status dialog opens with the current values. You can change the name; the same rules apply as when adding a status. The Type is locked once the status exists. If you need a different type, add a new status.
Delete a status
Choose Delete from the actions menu. A confirmation titled Delete Status asks: Are you sure you want to delete "Team Huddle"? Select Delete to confirm or Cancel to keep the status.
A deleted status is retired, not erased. If you later add a status with the same name, the retired status is brought back with the type you choose.
How agents use statuses
Agents pick a status from the status menu in the top right of the screen, next to the notification bell. The menu lists the active statuses in a fixed order: Offline, Available, On Call, ACW and BCW first, then Training, Meeting, the break statuses and finally your custom statuses. A check mark shows the current status.
Three statuses are marked AUTO: On Call, ACW and BCW. The system sets them, so an agent cannot pick them from the menu. Every other status can be selected by the agent.
Good to know
- Predefined statuses are fixed. If you need a different meaning, add a custom status instead of looking for a way to change a built-in one.
- Keep the list short. Every status you add appears in every agent's menu, and reports are easier to read with a handful of well named statuses.
- Choose the type deliberately. It cannot be changed later, and a custom status can only be Work or Break.
- Names are trimmed and compared without regard to upper or lower case.
- Only active statuses appear in the agent menu.