Managing Agent Statuses
Introduction
Agent statuses are the backbone of workforce management in AgentTech Dialer. They tell you — and the system — whether an agent is available to take calls, actively on a call, on break, in training, or anything else your operation requires. AgentTech Dialer comes with system default statuses that cover core workflows, and gives you the power to create custom statuses that match your team's unique needs. This guide covers everything about the Statuses page: viewing, creating, editing, deleting, and strategically using statuses to run a well-organized team.
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Accessing the Statuses Page
- Log in to AgentTech Dialer with a Supervisor or Admin account.
- In the left-hand navigation menu, click Statuses.
- The Statuses page loads with a header showing the selected agency, a status count badge indicating how many statuses exist, and a prominent Create Status button.
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Page Layout Overview
The Statuses page is organized as follows:
- Header Section — Includes the agency selector dropdown, a badge showing the total number of statuses, and the Create Status button.
- Filter Toolbar — A search field to filter statuses by name, plus a Grid / List view toggle.
- Status Cards (Grid View) or Status Table (List View) — Each status displayed with its name, color, scope, display order, and management options.
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System Default Statuses
AgentTech Dialer includes several system default statuses that are fundamental to how the calling workflow operates. These statuses:
- Cannot be edited. Their names, colors, and behavior are fixed.
- Cannot be deleted. They are permanent parts of the system.
- Are tagged with a "System Default" scope badge on their status card.
The system default statuses include:
- Available — The agent is ready to receive calls. This is the status agents should be in when they are actively working the phones.
- On Call — The agent is currently connected to a live call. This status is set automatically when a call connects and cannot be manually selected.
- Dispositioning — The agent is wrapping up after a call — entering notes, selecting a disposition code, and completing post-call work. This status is also set automatically after a call ends.
These statuses form the core call lifecycle. Understanding them is important because the system uses them to manage call routing: only agents in Available status receive incoming calls.
Auto Status Transitions During Calls
When an agent is part of the calling workflow, the system automatically moves them through statuses:
- Available → The agent is waiting for a call.
- Ringing → An incoming call is being routed to the agent.
- On Call → The agent has answered and is speaking with the caller.
- Dispositioning → The call has ended and the agent is completing wrap-up work.
- Available → After dispositioning is complete, the agent returns to Available and can receive the next call.
This cycle repeats automatically. Agents do not need to manually change their status during this flow — the system handles it.
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Creating Custom Statuses
While system defaults cover the calling workflow, your team likely needs additional statuses for activities outside of calls: breaks, lunch, training, meetings, and more. Custom statuses let you track exactly what your agents are doing at all times.
Step-by-Step: Creating a New Status
- Click the Create Status button in the header of the Statuses page.
- The Create Status Modal dialog appears with the following fields:
#### Status Name (Required)
Enter a descriptive name for the status. This is what agents and supervisors will see in dropdown menus and on the dashboard. Keep it short and clear — for example, "On Break," "Lunch," "Training," or "Team Meeting."
#### Status Color (Required)
Select a color from the Status Color dropdown. The color determines how the status appears visually on agent cards, badges, and the supervisor dashboard. Available options:
| Color Option | Visual Appearance | Recommended Use |
|---|---|---|
| Green (Available) | Green badge and indicator | Statuses where the agent is ready or productive |
| Yellow (Away) | Yellow badge and indicator | Temporary absences: breaks, lunch, brief away |
| Red (Busy) | Red badge and indicator | Do-not-disturb situations: meetings, escalations |
| Blue (Information) | Blue badge and indicator | Informational statuses: training, project work |
| Primary Blue | Darker blue badge | Alternative informational or specialty statuses |
| Gray | Gray badge and indicator | Low-priority or end-of-day statuses |
| Dark | Dark/black badge | Special or administrative statuses |
Choose a color that intuitively matches the meaning of the status. Agents and supervisors should be able to glance at a status badge and immediately understand the agent's general availability.
#### Agency Selector
- Global (All Agencies) — The status will be available to agents in every agency. Use this for universal statuses like "On Break" or "Lunch" that apply across your entire operation.
- Specific Agency — The status will only be available to agents in the selected agency. Use this when an agency has unique workflows or statuses that do not apply elsewhere.
> Note: The Agency selector is available to superadmins who manage multiple agencies. If you manage a single agency, statuses are automatically scoped to your agency.
#### Display Order
Enter a number that controls where this status appears in dropdown menus and status lists. Lower numbers appear first. The default is 10.
Use Display Order to organize your statuses logically. For example:
| Status | Display Order |
|---|---|
| On Break | 10 |
| Lunch | 20 |
| Training | 30 |
| Team Meeting | 40 |
| Coaching Session | 50 |
| Project Work | 60 |
| End of Day | 70 |
This ensures the most commonly used statuses appear at the top of the list.
#### Status Preview
As you fill in the fields, a live preview appears in the modal showing exactly how the status will look — including the colored icon and the status name. This lets you verify the appearance before saving.
- Once all fields are filled in, click Create (or Save) to add the status.
- The new status immediately appears on the Statuses page and becomes available to agents in the relevant agency.
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Common Custom Statuses to Create
Here are commonly used custom statuses that most calling operations benefit from:
On Break
- Color: Yellow (Away)
- Purpose: Short breaks during the shift (10–15 minutes). Helps you track break time and ensure agents are not exceeding allotted break periods.
Lunch
- Color: Yellow (Away)
- Purpose: Dedicated lunch break status, separate from general breaks. Useful for tracking lunch duration independently in time reports.
Training
- Color: Blue (Information)
- Purpose: Agent is attending a training session — either live, online, or self-paced. Keeps them out of the call queue and lets supervisors know they are productive but not available for calls.
Team Meeting
- Color: Red (Busy)
- Purpose: Agent is in a scheduled team meeting, standup, or huddle. Red indicates they should not be disturbed.
End of Day
- Color: Gray
- Purpose: Agent has finished their shift but has not yet logged out. Useful for tracking when agents wrap up versus when they actually disconnect.
Coaching Session
- Color: Blue (Information)
- Purpose: Agent is in a one-on-one coaching session with a supervisor. Differentiates from general training and helps you track how much coaching time each agent receives.
Project Work
- Color: Primary Blue
- Purpose: Agent is working on a non-calling task — research, data cleanup, email follow-ups, or other assigned projects.
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Status Cards on the Statuses Page
Each status is displayed as a card (in Grid View) with the following elements:
Active/Inactive Toggle (Custom Statuses Only)
Custom statuses have a toggle switch that lets you activate or deactivate the status:
- Active: The status appears in agent and supervisor dropdowns and can be selected.
- Inactive: The status is hidden from dropdowns and cannot be selected, but it is not deleted. You can reactivate it at any time.
System default statuses are always active and do not have this toggle.
Colored Status Icon
A colored circle icon matching the status color appears on the card for quick visual identification.
Status Name
The name of the status displayed prominently on the card.
Scope Badges
One or more badges indicate the scope of the status:
- System Default — A built-in status that cannot be modified.
- Global — A custom status available to all agencies.
- Agency — A custom status limited to a specific agency (the agency name may be shown).
Display Order Badge
A small badge showing the numeric Display Order value, so you can see at a glance how statuses are ordered.
Stats
Each card shows quick stats:
- Active or Inactive — The current state of the status.
- Default or Custom — Whether it is a system default or custom status.
- Color — The assigned color name.
Edit and Delete Buttons (Custom Statuses Only)
Custom statuses have Edit and Delete buttons. System default statuses do not have these buttons because they cannot be modified.
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Editing a Custom Status
To modify an existing custom status:
- Find the status card on the Statuses page.
- Click the Edit button on the card.
- The Edit Status Modal appears with the same fields as the Create Modal, pre-filled with the current values:
- Status Color — Select a different color from the dropdown.
- Agency — Change the scope (if you are a superadmin).
- Display Order — Adjust the ordering number.
- Active checkbox — An additional field labeled "Active (visible to agents)". Uncheck this to hide the status from agents without deleting it.
- Make your changes and click Save.
- Changes take effect immediately across all agent and supervisor interfaces.
When to Edit a Status
- Rename a status to better match your team's vocabulary (e.g., change "Break" to "Short Break").
- Change the color if the current color does not intuitively match the status meaning.
- Adjust Display Order to reposition it in dropdown menus.
- Deactivate a status that is temporarily not needed (e.g., a seasonal "Holiday Coverage" status that only applies during certain months).
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Deleting a Custom Status
To permanently remove a custom status:
- Click the Delete button on the status card.
- A Delete Status Modal appears with a warning message asking you to confirm the deletion.
- If the status is currently in use by one or more agents, the modal will inform you and offer a Force Delete option. Force deleting will remove the status even if agents are currently set to it — those agents will be moved to a default status.
- Click Delete to confirm, or Cancel to go back.
> Warning: Deleting a status is permanent. If you think you might need the status again in the future, consider deactivating it instead (using the Active/Inactive toggle or the Edit Modal).
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How Agents Change Their Own Status
Agents can change their status manually using the status dropdown in the navigation bar at the top of their screen. When an agent clicks the dropdown, they see all active statuses (system defaults plus any custom statuses available to their agency) and can select the one that applies.
For example, when an agent goes on break, they select "On Break" from the dropdown. When they return, they switch back to "Available" to start receiving calls again.
Supervisors should train agents on the importance of accurate status usage — it affects call routing, time tracking, and your ability to manage the team effectively from the Supervisor Dashboard.
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Supervisor Remote Status Changes
Supervisors can change an agent's status remotely from the Supervisor Dashboard:
- Open the Supervisor Dashboard.
- Find the agent whose status you want to change.
- Click the status toggle or status control on the agent's card.
- The Status Change Modal appears, showing the agent's name and a list of all available statuses.
- The agent's current status is highlighted in the list.
- Click a different status to select it.
- Click Change Status to confirm, or Cancel to close.
The agent's status changes immediately — both on the Supervisor Dashboard and on the agent's own screen. The agent will see their status update in real time.
When to Change an Agent's Status Remotely
- Moving an agent to Available when they have been on break too long.
- Setting an agent to Away when you know they have stepped away but forgot to change their status.
- Moving an agent to a specific status for administrative reasons (e.g., putting them in "Training" when a session starts).
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Status Time Tracking
AgentTech Dialer automatically tracks how long each agent spends in every status. This data is invaluable for workforce management:
- Break time tracking: See if agents are exceeding allotted break times.
- Available time: Understand how much of an agent's shift is spent actually available for calls versus in other statuses.
- Productive time analysis: Combine Available + On Call + Dispositioning time to calculate total productive time.
Status time tracking data is visible in the Time Tracking and Agent Analytics sections of the platform. Use these reports to:
- Identify agents who spend excessive time in break statuses.
- Recognize agents who maintain high availability throughout their shifts.
- Spot patterns — for example, agents who consistently go to "Away" status at certain times of day.
- Prepare data for performance reviews with objective time usage information.
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Grid View vs. List View
The Statuses page offers two display modes, toggled with the Grid / List button in the filter toolbar:
Grid View
- Statuses displayed as visual cards with colored icons, badges, and action buttons.
- Best for browsing statuses visually and quickly identifying colors and scopes.
- Each card shows all details at a glance.
List View
- Statuses displayed in a compact table format.
- Best for managing a large number of statuses efficiently.
- Easier to compare display orders and quickly scan names.
Search Filtering
Use the search field in the filter toolbar to find a specific status by name. Start typing and the list filters in real time. This is especially useful if you have many custom statuses.
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Tips and Best Practices
1. Mirror Your Real Workflow
Create statuses that reflect what your agents actually do during a shift. If agents attend daily standups, create a "Team Standup" status. If they do email follow-ups after calls, create a "Follow-Up Work" status. The more accurately statuses reflect reality, the more useful your time tracking data becomes.
2. Keep the Number Manageable
Having too many statuses can overwhelm agents and lead to inconsistent usage. Aim for 5–10 custom statuses in addition to the system defaults. Each status should represent a genuinely distinct activity.
3. Use Display Order to Organize Logically
Set Display Order numbers so that the most frequently used statuses appear first in dropdown menus. Agents should not have to scroll through a long list to find "On Break" — put it near the top.
4. Use Colors Consistently
Establish a color convention and stick to it:
- Green = Ready/productive
- Yellow = Temporarily away
- Red = Do not disturb
- Blue = Informational/learning
- Gray = Winding down or inactive
When colors are consistent, supervisors can scan the dashboard and instantly understand team availability by the color distribution.
5. Deactivate Instead of Deleting
If a status is temporarily unnecessary, deactivate it rather than deleting it. This preserves historical time tracking data associated with that status and lets you reactivate it later without recreating it from scratch.
6. Review Time Tracking Data Regularly
Check the Time Tracking reports at least weekly to understand how your agents spend their time. Look for:
- Agents with unusually high break time relative to their shift.
- Agents with very low Available time (may indicate excessive non-call activities).
- Shifts where the entire team shows lower availability (may indicate scheduling or process issues).
7. Train Agents on Status Usage
During onboarding, teach new agents:
- What each status means and when to use it.
- The importance of accurate status selection for call routing and time tracking.
- How to change their status using the navbar dropdown.
- That supervisors can see their status and status duration in real time.
8. Use Global Statuses for Universal Activities
Create statuses like "On Break," "Lunch," and "End of Day" as Global so they are consistent across all agencies. Reserve agency-specific statuses for unique workflows that only apply to certain teams.
9. Coordinate with Other Supervisors
If multiple supervisors manage the same agency, agree on a standard set of statuses and naming conventions. Inconsistency (e.g., one supervisor creates "Break" while another creates "Short Break") leads to fragmented time tracking data.
10. Audit Statuses Periodically
Every quarter, review your status list and ask:
- Are all statuses still relevant? Remove or deactivate any that are no longer used.
- Are agents using statuses consistently? If a status is rarely used, it might be redundant or poorly named.
- Do any new activities need a status? As your operation evolves, new statuses may become necessary.
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Summary
Agent statuses are more than just labels — they drive call routing, enable time tracking, and give supervisors real-time visibility into team activity. AgentTech Dialer provides system default statuses for the core calling workflow (Available, On Call, Dispositioning) that transition automatically, plus the flexibility to create custom statuses for every other activity your team performs. Use the Create Status Modal to define names, colors, agency scopes, and display order, then manage them with the edit, deactivate, and delete tools on the Statuses page. Combined with supervisor remote status changes and automatic time tracking, a well-designed status configuration keeps your operation running smoothly and your data clean. Take the time to set up your statuses thoughtfully and you will reap the benefits in every report, coaching session, and performance review.
Last updated: February 23, 2026