About Availability status

The availability status feature lets you assign Cases to team members only when they're available.

Adapt to your team's shifts and out-of-office

You can use availability status to manage Case assignments around your team's shifts and out-of-office schedules.

Avoid bottlenecks

Assigning Cases to busy or unavailable team members can cause bottlenecks for your team and delays for your customers. Avoid these problems when you assign Cases according to your team's availability status.

How it works

Each user on your Cases review team can set their availability status to one of the three options below:

• Available: Agent is available for new cases to be assigned.
• Busy: No new cases will be assigned and existing cases will not be unassigned.
• Unavailable: Agent is not available. All assigned cases will be unassigned.

Set your availability status

You can set your availability status to indicate whether you're available, busy, or unavailable. You'll only be assigned Cases to review when you're available.

View your availability status

In the Persona Dashboard, your profile appears at the bottom of the navigation bar. The color of the dot next to your profile photo indicates your availability status:

• Gray = unavailable
• Light Green = busy
• Green = available

Change your availability status

1. Select your profile at the bottom of the navigation bar.
2. In the context menu, select Set as unavailable, Set as busy, or Set as available, depending on your current status.

Learn about Cases Enhanced

The availability status feature is available with a Cases Enhanced plan. To learn more, reach out to your customer success manager or contact us here.