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: Agent is busy with existing work.
- Unavailable: Agent is not available for new work.
Whether your status changes which Cases you get depends on your team’s assignment policy (see Case Assignment Policies and Queues). In the policy’s Availability and capacity step, your admin chooses the statuses for Assign when availability status is… and Unassign when availability status is…. By default, Assign when availability status is… is set to All statuses, so the policy assigns Cases to reviewers whatever their status, and Unassign when availability status is… is set to None, so the policy does not unassign Cases when a reviewer’s status changes. A policy that was copied from an earlier assignment policy keeps the statuses of that policy.
Set your availability status
You can set your availability status to indicate whether you’re available, busy, or unavailable. Depending on your team’s assignment policy configuration, you may 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:
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Gray = unavailable
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Light Green = busy
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Green = available
Change your availability status
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Select your profile at the bottom of the navigation bar.
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In the context menu, select Set as unavailable, Set as busy, or Set as available, depending on your current status.
Learn about availability status
For availability status to affect assignment, your admin selects statuses in Assign when availability status is… or Unassign when availability status is… in your team’s assignment policy. See Case Assignment Policies and Queues.