Change an agent's status

As a supervisor, you can monitor and change the status of both agents and 8x8 Engage/8x8 XF Workspace users in 8x8 Supervisor Workspace. This helps ensure that customers are routed to the right agents.

For example, if an agent forgets to log out after their shift, you can do it for them. This prevents the agent from receiving customer interactions while unavailable. We recommend communicating any status changes to your agents to ensure they understand why their availability changed and can plan their work accordingly.

Note: You can only log out agents. The Log Out option is disabled (grayed out) for 8x8 Engage/8x8 XF Workspace users as logging them out in 8x8 Supervisor Workspace would also log them out from the 8x8 Work app.

To change an agent's status:

  1. Go to the Supervisor Workspace page.

  2. Locate the agent or 8x8 Engage/8x8 XF Workspace user from the Agents table.
  3. Click the agent's avatar or select Show more .

    Based on the agent's current status, some of these options are displayed:
    • Change status to 'Available': Select this option to enable an agent to receive new interactions.
    • Change status to 'Work Offline': Select this option to prevent an agent from receiving new interactions.
    • Change status to 'On Break': Select this option to prevent an agent from receiving new interactions while they are on a scheduled break.
    • Log Out: Select this option to log an agent out of 8x8 Agent Workspace.

      • Note: You can only log out agents. The Log Out option is disabled (grayed out) for 8x8 Engage/8x8 XF Workspace users as logging them out in 8x8 Supervisor Workspace would also log them out from the 8x8 Work app.

    4. Change status options for agents Change status options for 8x8 Engage/8x8 XF Workspace users

  4. Select a status from the available options.
    • Selecting Change status to 'Work Offline' or Change status to 'On Break' displays additional options in the Agent status change window.
    • Select a status code from the Select status code drop-down menu.

  5. After making your selection, click Proceed to update the agent's status.

The Agents table displays the selected status code. No status code is listed for agents whose status is set to Available or Log Out.