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AurionAI

Agent availability and log

4 min readBy Emmanuel Yazbeck

The availability status of an agent says whether AurionAI can assign new conversations to them. On the Agent Availability page you see and change the status of every agent and manage the list of statuses. The Availability Log page shows every status change.

Availability: Helpdesk and AI Voice + Helpdesk profiles. Administrators only.

Prerequisites

  • You have the Owner or Admin role. Other users see Access Denied.
  • Your organization uses the Helpdesk or the AI Voice + Helpdesk profile.

Open the availability page

  1. In the sidebar, select Configuration.
  2. Open the Workforce category.
  3. Select Agent Availability.

The page has two cards: Agent Status Overview and Status Definitions.

The Agent Availability page with the agent status overview.

Change the status of an agent

  1. In the Agent Status Overview card, find the agent.
  2. In the Status column, select the new status.

AurionAI shows Status updated. Agents can also change their own status with My Status at the top of the dashboard. Read Set your status.

An agent who has never set a status shows Offline. AurionAI does not assign conversations to this agent until a status that allows assignment is set.

The built-in statuses

Every organization has five built-in statuses. You cannot edit or delete them.

Status Assignable What happens
Online Yes The agent can get new conversations automatically.
Away No The agent gets no new conversations. Their conversations stay with them.
Away (Reassigning) No The agent gets no new conversations. When a customer writes in a conversation of this agent, AurionAI moves the conversation to another available agent, from the same team when the conversation has a team.
Offline No The agent gets no new conversations.
Do Not Disturb No The agent gets no new conversations.

A status only controls automatic assignment. Anyone who can assign conversations can still assign one to an agent by hand.

Add, edit or delete a custom status

To add a status, in the Status Definitions card:

  1. Enter a Key, for example lunch_break. The key cannot be changed later.
  2. Enter a Label. Agents see this name.
  3. Optional: enter an Emoji.
  4. Turn Allows assignment on if agents with this status can get new conversations.
  5. Select Add Status.

To change a custom status, select the edit button on its row. Change the label, the emoji or Allows assignment, then select Save Changes.

To delete a custom status, select the delete button on its row, then select Delete. AurionAI refuses the delete while an agent has this status. Move those agents to another status first.

Review the availability log

  1. In the Workforce category, select Availability Log.
  2. Optional: filter by agent, by status, or by date. For dates, select Today, Last 7 days, Last 30 days, or enter From and To.
  3. Select Table or Timeline.

The summary at the top shows Total Changes, Active Agents, Most Active and Top Transition. Each row of the table shows the time, the agent, the previous and the new status, the reason and who made the change.

To download the filtered log, select Export CSV or Export JSON. An export holds at most the 10,000 newest entries.

Result

A status change applies at once. The next automatic assignment uses the new status. The change appears in the availability log.

If something goes wrong

  • Failed to delete status An agent still has this status. Change the status of those agents, then delete again.
  • Failed to create status The key must be unique and have 1 to 50 characters. The label must have 1 to 100 characters.
  • Could not load agent statuses. Please try again. Select Retry.
  • An agent gets no conversations. Check that the agent has a status with Assignable Yes. Then check the capacity of the agent in Teams.

Still stuck? Submit a request or .