An agent can set their availability status to one of the following:
- Online
- Back Soon
- They receive no chat notifications but they are available for transfer
- Away
- They receive no chat notifications and cannot receive transfers
Important:
- If your ACD setting is set to Manual Mode agents receive chat notifications regardless of their state.
- You cannot transfer chats to an agent who is in Away state.
- Agents in Away state do not count toward the current available slots of a specific skill.