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</style><p><strong>In this guide we will cover:</strong></p><p><strong>- Making Agent Statuses</strong></p><p><strong>- Changing Agent Statuses Manually</strong></p><p><strong>- Changing Agent Statuses Automatically</strong></p><p><strong>- Logging Changes</strong></p><p><strong>- Mentioning Agents</strong></p><p><strong>- Re-Assigning to Agents</strong></p><p><strong>- Status for Live Chat</strong></p><p><strong>- Agent Idle Timeout</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1411/" target="_blank" rel="noopener noreferrer"><strong>Statuses</strong></a></li></ul><p><br></p><p><strong>Related Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/1899/" target="_blank" rel="noopener noreferrer"><strong>Agents</strong></a></li><li><a href="https://usehalo.com/haloitsm/guides/1939/" target="_blank" rel="noopener noreferrer"><strong>Appointments</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2335/" target="_blank" rel="noopener noreferrer"><strong>Chat Bot and Chat Profiles</strong></a> </li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2050/" target="_blank" rel="noopener noreferrer">Distributing Tickets in Halo (Intelligent Routing, Load Balancing, Round Robin, Qualification Matching)</a> </li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2115/" target="_blank" rel="noopener noreferrer">Shifts</a></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">Making Agent Statuses</span></strong></p><p>In Configuration > Teams & Agents > Statuses, you can view a list of configured statuses, and create your own.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg1MGM4ZmJmLTBmMDUtNGZhMC04ZWY5LTE3OWE1YWQ4Y2Q4MyJ9.bmOdMknTi0BeuwEsLwL5OpDxOaqvUQNmIh3Iipi1tJ0" class="fr-fic fr-fil fr-dib" width="992" style="width: 994px; height: 486.105px;" height="486"></p><p><strong>Fig 1. Agent status.</strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Changing Agent Status Manually</span></strong></p><p>Agents can change their status by clicking their profile picture in the top right, and then the dropdown that shows their status.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlhYmRiM2I5LTExNDctNDczMi1iNjhmLWM3NWY3N2FkOTc5MiJ9.ut8P9jJhtN_BIM9PV3pt67OjmuVRfrbMFCH0ONRwdD0" class="fr-fic fr-fil fr-dib" width="985" style="width: 987px; height: 483.187px;" height="483"></p><p><strong><span style="font-size: 10pt;">Fig 2. Changing agent status in the dropdown.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Changing Agent Statuses Automatically</span></strong></p><p>Agent statuses can be changed automatically when mappings are set against them. Ticking the two below checkboxes will enable this, and upon enabling the first a table called "Agent Status Re-Assign Mappings" will then appear. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQwNTU4YWZkLTBjNTEtNDY3OS05NjE4LWM1NmVhYzRjMjE0OSJ9.TTeC-LJuaSgr75IMcGEVQPBwEkocG6Tn2h1LM7_Xb1k" class="fr-fic fr-fil fr-dib" width="985" style="width: 987px; height: 482.43px;" height="482"></p><p><strong><span style="font-size: 10pt;">Fig 3. Settings to configure automatic changes.</span></strong></p><p><br></p><p>Mappings can then be created in that table. If an agent changes their status from "Available" to "Out of Office", the agent's tickets will go to the Unassigned queue.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQyOThlMTc0LTExMTEtNDg3Ny05NDJhLWMxZjNmNmQxYmYxOSJ9.c9SxNPbM_Ow0y8sT3JEF9aZG_OTWhBaV93IWz8bVptU" class="fr-fic fr-fil fr-dib" width="985" style="width: 987px; height: 482.43px;" height="482"></p><p><strong><span style="font-size: 10pt;">Fig 4. Setting agent status mappings.</span></strong></p><p><br></p><p>In this example here, an agent has changed their status from "Available" to "Out of Office" manually. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU4OWViODY4LWU4MjYtNDYzZS04YzQ1LWYyM2M5MWVhMGEzZCJ9.Hsu9OHHxKtyPgMramCHU6_bURtnVvc3aC_IDdvumlNI" class="fr-fic fr-fil fr-dib" style="width: 985px; height: 481.453px;" width="983" height="481"></p><p><strong><span style="font-size: 10pt;">Fig 5. Ticket in agent's queue with Available status.</span></strong></p><p><br></p><p>After refreshing, the ticket that was once in their queue has now been automatically reassigned to Unassigned.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEzNWJkNDc1LTQxYzctNDljNi1hZDdiLTYxN2U0YTBhOWE2MSJ9.ytUYuRZg4n-7B6ajkzUqVh8P4LFAXq6jJ2HBTSh-GQo" class="fr-fic fr-fil fr-dib" width="979" style="width: 981px; height: 471.084px;" height="471"></p><p><strong><span style="font-size: 10pt;">Fig 6. Ticket moved to Unassigned after changing status.</span></strong></p><p><br></p><p>The changes can also apply to agent status changes from appointments, per the first checkbox. When creating appointments, the "Agent Status" dropdown can set whether the status changes, and if so what to. Using the same mappings, their tickets will be re-assigned if a mapped status change is set here.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFjYWE4OGNkLTFhYTQtNDIzMi1hMGNlLTNkYjNjZjQxOGI0YiJ9.kZFAftv-Q3-giyqrtWnsVIz8DMhONwjQ9jBr3neQiU8" class="fr-fic fr-fil fr-dib" width="975" style="width: 977px; height: 477.792px;" height="478"></p><p><strong><span style="font-size: 10pt;">Fig 7. Setting agent status on a calendar appointment.</span></strong></p><p><br></p><p>Default statuses can also be set on appointments in Configuration > Calendars and Appointments > General Settings rather than per appointment.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVlZTE5ZTRjLWRhMjktNDE5Ny05MzA0LTE5MjIxZGNhMGI1NyJ9.zkpn5pQ0rVy3d4525hRljVJRiSpDYvF-9gueY0V1k_0" class="fr-fic fr-fil fr-dib" width="983" style="width: 985px; height: 470.779px;" height="471"></p><p><strong><span style="font-size: 10pt;">Fig 8. Default agent status on appointments.</span></strong></p><p><br></p><p>If done through shifts instead of appointments, "Default Agent Status" can be set on the shift type in Configuration > Time Management > Shift Types.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM2ZjFiYTY3LWFiNzQtNDc1YS04N2Y0LWM5NGE2MzY1NTkzMSJ9.6ueDCm2hR5OFyGqizzz1n7tHVMiWGBRRulwn4ecBbbU" class="fr-fic fr-fil fr-dib" style="width: 981px; height: 464.684px;" width="979" height="465"></p><p><strong><span style="font-size: 10pt;">Fig 9. Default Agent Status on a shift type.</span></strong></p><p><br></p><p>Let's have a look at the shift re-assign in action. Before the shift, Amir has a ticket in his queue, and his status is set as "Available".</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJhZjg4ODkwLWZjZjktNDRlYy1iZjJiLTI0MDdjYjc3ZmYxZCJ9.bVg8mTLS7xbPLHwOzOPStmvuW8bM1jpedGCEzeedvno" width="977" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; width: 979px; height: 468.031px; max-width: none !important;" id="isPasted" class="fr-fil fr-dib" height="468"></p><p><strong><span style="font-size: 10pt;">Fig 10. Ticket with available status of agent.</span></strong></p><p><br></p><p>We then create a shift that starts at 15:20 that changes his status to "Out of Office", which is the status we created the mapping for before.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdkYzI0NGQ1LWM5NWYtNDJkMy05YWFiLTkwYTI4NjA2YmIyMSJ9.QkrI_3nh3NPTTBfUF3IUMK8fUwlAtU56U5OdSUfEXAs" width="979" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; width: 981px; height: 479.393px; max-width: none !important;" id="isPasted" class="fr-fil fr-dib" height="479"></p><p><strong><span style="font-size: 10pt;">Fig 11. Creating a shift that changes agent's status.</span></strong></p><p><br></p><p>Once it reaches the beginning of his shift, Amir's status changes and his tickets are reassigned based on that mapping.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgzN2YzODA4LTFmODQtNGMxYy05ODkzLTJlN2I5YjllNGNkMiJ9.qpKL8VIQY5bHYGYY52MjyWL9Bfg9uRmeekyCv_shu28" width="976" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; width: 978px; height: 506.183px; max-width: none !important;" id="isPasted" class="fr-fil fr-dib" height="506"><strong><span style="font-size: 10pt;">Fig 12. Ticket's load balancing out after beginning of the shift.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Logging Changes</span></strong></p><p>Changes to agent status can be tracked if "Enable logging of Agent Status Changes" is turned on in Configuration > Advanced Settings.</p><p><br></p><p>Changes are tracked in the "AgentStatusChangeLog" table, which shows the what the change has changed to and from, who did it, and when.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM0ZWJjN2FjLTIzMTYtNDE3YS1iODZkLTQ0YzNjOGU2MTBjMCJ9.Cm2KC4alPVngxb65KklMsPDgSmXXQTTggRRALNTfZk0" class="fr-fic fr-fil fr-dib" style="width: 973px; height: 475.587px;" width="971" height="476"></p><p><strong><span style="font-size: 10pt;">Fig 13. Enabling agent status change tracking.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Mentioning Agents</span></strong></p><p>When mentioning agents in an action, this warning will appear if their status is set to one where "Show a warning when mentioning an Agent with this Status" is set to "Yes".</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE1M2E1YmVmLThkYTEtNDE0My1hN2ZhLTc4ODMxMDNlMTkxMyJ9.YyOR7TWlhk48Mnxy-YIBs42AuyT3y-68tWqtg-GbaqY" class="fr-fic fr-fil fr-dib" width="989" style="width: 991px; height: 484.638px;" height="485"></p><p><strong><span style="font-size: 10pt;">Fig 14. Warning after mentioning agent in an action.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Re-Assigning to Agents</span></strong></p><p>When re-assigning to agents, this popup will appear if "Show a warning when assigning to an Agent with this Status" is set to "Yes".</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM0ZmVkYTQzLWY5OWQtNDU5My04YjgxLTY1YTc1ODIwMWM3YyJ9.2DqeIyhPrfu0i3JZkGsA-lreXQ9ecCwsovAqPlL3TAE" class="fr-fic fr-fil fr-dib" width="987" style="width: 989px; height: 483.913px;" height="484"></p><p><strong><span style="font-size: 10pt;">Fig 15. Warning after reassigning to an agent.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Status for Live Chat</span></strong></p><p>Whether or not a status is considered online for live chat can be set on the status, when "Count Agent as online for Live Chat" is set to "Yes".</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUwZmQ0NTUzLTZlOGUtNGViNC1hZDZlLWI4NDI5YzI3ZjdjOCJ9.UkDYDTVSu0Du7lbzErCtVolB-8B8n5oHth-FLD16Lqw" class="fr-fic fr-fil fr-dib" width="987" style="width: 989px; height: 482.363px;" height="482"></p><p><strong><span style="font-size: 10pt;">Fig 16. Count Agent as online for Live Chat checkbox.</span></strong></p><p><br></p><p>Load balance and round robin can also be used for tickets created from a live chat, and availability for being assigned these tickets can be set against the agent status.</p><p><br></p><p>"Include Agents with this Status in Load Balance and Round Robin for Tickets linked to a Chat" should be enabled for this.</p><p><strong><em>Note: For this setting to appear, "Include Agents with this Status in Load Balance and Round Robin" should be disabled.</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjllYWI1Y2RkLWYyZjgtNGY5NS05ZGE0LTg3N2E5ZTVkOWJhMiJ9.cRUch3Ctyz-e1_cxqERipK8QskfDJm12kgpNMLEDDAM" class="fr-fic fr-fil fr-dib" width="986" style="width: 988px; height: 481.876px;" height="482"></p><p><strong><span style="font-size: 10pt;">Fig 17. Setting load balance/round robin on tickets linked to a chat.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Agent Idle Timeout</span></strong></p><p>Agent idle timeout can be set in Configuration > Advanced Settings. This will log agents out after a period of inactivity specified in the box. Five minutes is the minimum that can be set here.</p><p><br></p><p>The two checkboxes below to "Enable idle timeout for named licenced Agents" and "Enable idle timeout for concurrent licences Agents" can be used to specify which license types you wish this to apply to. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUzNjMzOTljLWQwMWMtNDIwYi04OWUyLWFlMzlmNGQ3Zjg4MiJ9.MYmvRqZsXx7iK24dPe5xSBvlCgZCSlgUu1ryiA6QCCY" class="fr-fic fr-fil fr-dib" width="982" style="width: 984px; height: 481.466px;" height="481"></p><p><strong><span style="font-size: 10pt;">Fig 18. Agent idle timeout configuration.</span></strong></p><p><br></p><p>Before the agent is logged out, they will get this popup show to tell them this, where they will shortly be redirected to the login screen.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRiNTcyYTc3LTI1OTYtNDBiZS1hMWYzLWJkM2JlN2U3NjBmYSJ9.odVfuHIzd6ly-K1dzVn16LJB6O69-3D-ohSVk7uFKXY" class="fr-fic fr-fil fr-dib" style="width: 978px; height: 477.628px;" width="976" height="478"></p><p><strong><span style="font-size: 10pt;">Fig 19. Timeout popup.</span></strong></p><p><br></p>
