Agent status

Agent statuses will need to be enabled in your account before you can start using this feature. Speak to an administrator for assistance.

Amazon Connect provides two default status values, which cannot be edited or disabled:

• Available

• Offline

You can add new custom statuses. For example, you might add a status for Lunch, and another for Training. When you add a new status, it will always be Custom (i.e. a not ready / break status) and not routable.

You can't delete a status value but you can disable it so it doesn't appear in the agent's Interaction screen.

Add a new agent status

1. Go to Config > Agent status, and click on Add agent status.

2. Enter a status name and optional description, and select whether the status should appear in the Interaction screen for the agent.

3. Click on Save.

Edit an agent status

1. Go to Config > Agent status.

2. Click on a status name or description.

3. Enter the new information, and click on Save to apply the changes.