User States

Owned by Gnatta
Jul 22, 2024
4 min read

Quick links in this article:

1 About user states | 2 Creating user states | 3 Managing shift handovers

This article will explain the benefits of User States and how you can add them for your users.

About user states

There are three types of states;

  • Online image-20240719-131048.png

  • Awayimage-20240719-130947.png

  • Busyimage-20240719-131002.png

If a user is set to an Awayimage-20240719-130947.png or Busyimage-20240719-131002.png state they will not be assigned new work from queues. A user can only be assigned new work if they are set to an Online image-20240719-131048.png state.

You can define your own User States using these three types - a typical setup might use:

  • Just logged on - Busyimage-20240719-131002.png

  • Available - Online image-20240719-131048.png

  • Winding down - Busyimage-20240719-131002.png(see bottom of this article for a use case on this!)

  • On lunch - Awayimage-20240719-130947.png

  • Comfort break - Awayimage-20240719-130947.png

Different organisations have different views on the use of Awayimage-20240719-130947.png or Busyimage-20240719-131002.png - in this example, we’re considering ‘Busy’ to mean at your desk, but not ready for more interactions. ‘Away’ means away from the desk altogether.

These states will show when using the User Monitoring tile in dashboards (more information about that here: ). Defining states with Awayimage-20240719-130947.png and Busyimage-20240719-131002.pngto indicate presence and working time can unlock interesting productivity reports and business insights on your schedule adherence.

image-20240719-131928.png
See the current user states for your team with the Dashboards ‘User Monitoring’ tile

Creating user states

User States configuration can be found in the Advanced section of your domain configuration.

user states.gif
Find User States settings in the Advanced section of your configuration settings

You can create multiple states for each type (Online, Away and Busy). To add a state click the Add button, give your new state a name and select the type. Click save, and your new state will be stored under the relevant type.

Once you’ve created a State it will appear under the relevant state type. Click and drag states to reorder them as preferred.

You can also set a Default State - this will be the state that users are set to as soon as they log in to Gnatta.

Usually, this will be an Away or Busy state so that users are not assigned work as soon as they log in, so they have a few minutes to open any other browser tabs or tools they need before taking interactions. For your schedule adherence monitoring, that means you can see agents have turned up for their shifts on time - like a virtual ‘clocking in’!

At the top of the States list, use the dropdown to select a default state from the states you have added.

Once you’ve set up your user states, all users on your domain will be able to see them when they set their state by selecting the user icon in the top right of the header bar.

Managing shift handovers

You can use User States to help agents prepare to end their shift or go for a comfort break, with this flow template. Attach this flow to a User State Change event, in your domain’s Workflow area.

When your agents change their status to any Away or Busy state (including Winding down - Busyimage-20240719-131002.pngin the example above!), this flow will find all non-live interactions currently assigned to the agent and put them back in the queue to be assigned to the next available agent.

Live interactions like webchats and calls will stay assigned, so your agent can wrap them up before logging off without receiving any new interactions.

This means agents can select a state like ‘Winding down - Busyimage-20240719-131002.png’ to clear up their interaction radar before taking their break or ending their shift.

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