---
title: "Agent Statuses"
slug: "agent-statuses"
updated: 2025-12-07T12:25:14Z
published: 2025-12-07T12:25:14Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.commbox.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Agent Statuses

## Overview

Agent Statuses indicate whether agents are available to receive calls and are grouped into three main categories: **Active** (green), **Busy** (red), and **Away** (yellow).

Organizations can create additional, customized statuses within these categories to better reflect real business situations. This allows operations managers to gain clearer insights and produce more meaningful reports. For example, you might add an **Away** status like “*On break*” or a **Busy** status like “*In a meeting*” to more accurately describe an agent’s activity and improve reporting on agent time.

Admins can create these statuses and assign them to users. Agents can then view and select their relevant status from their **Personal Settings** menu (the circle with their initials).

These statuses also influence **auto-assignment** behavior, which will be explained later in this guide.

## Viewing / Changing Statuses

### As an agent:

The Personal Settings icon includes a small, colorful circle indicating the current status category. To change the status, click on the **Personal Settings**, expand the category, and click on the desired status. ![Agent status.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Agent%20status.png)

By clicking on the **Agents Attendance Report**, one can see a monthly calendar that lists the statuses and times of activation.

![Attendance Report.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Attendance%20Report.png)

By clicking on any status, the agent can modify the time and status.

### As a team manager:

Admins and managers with relevant permissions can view and edit the agents’ statuses. On the main sidebar menu, click the **Dashboard** icon.

At the **Agent Table**, you can see all agents with their current status, and how long they have been at that status.

To change the displayed Status of a specific agent, click on the current status, and select the desired status from the list. The new status will start at that point.

![Dashboard to change status1.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Dashboard%20to%20change%20status1.png)

By clicking on the calendar icon, admins can edit the agent’s attendance report and add remarks to the entries. ![add remark by admin.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/add%20remark%20by%20admin.png)

Alternative way: Navigate to **Insights** > **Agents**, select the desired agent from the list, and click on the **Agents Attendance Report**.

## Adding or Editing Agent Statuses

![Agents Status board.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Agents%20Status%20board.png)

### To add a new status:

1. Navigate to **Settings** > **Agent Status** and click the **+** sign at the corner. ![new status1.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/new%20status1.png)
2. Select the **Category**, enter a short name for the status, and click **Add**. Optional: Enter max time for the status to be active. ![new status2.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/new%20status2.png)

**Note:** In the Agent Status section of the Real-Time Dashboard, if an agent exceeds the allotted status time, the KPI will be highlighted with a red background. ![RT Dashbaord.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/RT%20Dashbaord.png)

### To edit or delete an existing status:

1. Navigate to **Settings** > **Agent Status** and hover over the desired status.
2. Click on the **Pencil** icon at the end of the line, edit the status, and click **Save**.
3. To delete the status, hover over the desired status, click the **Delete** icon at the end of the line, and click **OK** in the dialog box confirming your decision.

## Agent Statuses and Automatic Assignment

The **Automatic Assignment** module delegates the incoming traffic to the different agents. By default, **Active** (green) statuses get regular and special automatic assignments, and **Busy** (red) statuses only receive special assignments. Team managers can add additional statuses to specify further which agent statuses are needed to be in place to receive incoming traffic. Remove a status from the list by clicking the **X** next to it.

![image.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/image%28428%29.png)

For further explanation, see the [Auto-Assignment](https://help.commbox.io/docs/article-auto-assignments-updated) article.