Setting your user status

User status in the Proto AICX platform is equivalent to employee shifts in a contact centre.

You can update your user status on Proto's AICX platform to reflect your availability to other users.

To change your status, click on the profile icon and toggle between Online (green) or Away (orange).

It is essential to note that your status affects the the assignment of new chats unless the chat assignment type is set as "voluntary" on your account which doesn't take your status into consideration. If your subcompany's assignment type is set to auto-assign chats (Balanced, Random or Round Robin), new chats won't be auto assigned to you when you're away.

If your agent takeover block in a chatbot is set to look for online agents before transferring a chat and all agents are offline, it won't assign the chat and will follow the set behaviour in the agent takeover block instead.

Note! When the Assignment setting is set to Voluntary, incoming chats are not automatically assigned. Instead, agents have the option to pick up chats from the pending queue.