Business Use case 

Agents are assigned cases when they are in available status defined in the work queues(called productive status). While working on cases, if agent intend to stop recieving new cases, they change their availability status to non-available status (called non productive status). This might result in following issues:

• Incorrect reporting- Even if agents are working on cases, and they mark their status as non-available. This makes incorrect reporting of their productive hours.

• Case unassignment- Cases might get unassigned if certain user status rules are enabled, which unassigns the case on status change

Upcoming Status

When an agent changes their status while working on assigned cases, the new status is considered pending until the cases are unassigned. This pending change, called upcoming status, is shown to the agents on their User widget to inform them about the upcoming status change. The system does not assign any new cases to the agent when they have selected an upcoming status. Once the agent finishes their current cases, the system changes their status to the upcoming status.

What are the prerequisites?

Channel Names: Administrators need to define channels where the upcoming status feature will be enabled while agents are working. Example- Voice, Email, Social, Custom Channels

Productive Status: By default, for an agent system considers all the statuses defined in work queues the agents are part of as productive status. If there are any other statuses to be considered as productive, please reach out to support to get those added as productive status.

Points to Note:

1. Agents can change their status to any productive status while working on a case, without being considered for upcoming status.

2. Status will only change to upcoming status when the consumed capacity of given channels is cleared.

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Example

Channels on which upcoming status feature is enabled- Voice, Live Chat, Social

Productive Statuses- Available, Available for Live Chat

Agent Joey has 3 cases assigned as following at 9:00 AM, and status as Available

Scneario 1: Changing status to non productive- Joey decides to change his status to Break at 9:03 AM:

System will set his upcoming status as Break, with his current user status still being Available. The sytem will stop any new assignments of Voice, Live Chat, Social.

In above scenario, we can see that, since Email was not eligible for upcoming status feature, the agent status was changed to Break, as soon as capacity was cleared for the channels which are eligible for the feature.

Scneario 2: Changing status to productive- Joey decides to change his status to Available Live Chat at 9:03 AM

The system will change the user status to Available Live Chat, and will not set it as upcoming status

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