Overview: User status (Edify App)

Edify App > Status > Overview: User status (Edify App)

This article explains the concepts of user status and CX status in Edify App.

In this article

Overview

In Edify App, statuses are how you alert Edify and your coworkers of your availability.

There are two separate types of status:

  • User status

  • CX status

This article describes how these statuses work and how they interact with each other.

User status

Your user status is how you communicate your general availability in Edify.

The User Status menu is in the top-right corner of Edify App.

In other words, your user status is how you show whether you're available, busy, away, offline, etc. within Edify.

User status is especially important for Edify CX users because it's how you indicate to Edify your readiness to receive inbound interactions once you’re ready to handle them after you’ve logged into the Queue (i.e. CX Status is enabled).

The user status menu is how you choose a specific user status. You can either search for a user status or select a specific status from the list. Your five most recent statuses are included at the top of the list for ease.

You can search for a status or select one from the list. Your top five most recent statuses are at the top of the list (indicated with a clock icon). The status at the top of the list is the status that you’ll most likely need next.

There are two parts of an individual user status: the status type and the status reason.

The color box next to the status indicates the status type. In this example, the color box is orange, so the status type is Busy.

The message indicates the status reason. In this example, the status reason is “In Meeting”.

There are three status types:

  • Available (green, you’re ready for chatting, collaborating, etc.)

  • Away (red, you’re not near your desk or Edify App for communicating )

  • Busy (orange, you’re near Edify App but focused on something else; you prefer to not be disturbed, etc. )

Status types are accompanied by status reasons. Admins can create and manage status reasons in Edify Console in the Reasons workspace (Account > Reasons). This includes creating new status reasons for any status type or disabling status reasons that you’re no longer using.

Depending on how your user permissions are configured, you might also able to create custom status messages.

If your user account has the appropriate permissions, you’re able to create a custom status reason and status type.

Note: Admins can control users’ ability to create custom status messages in the Status container of the user’s settings page.

CX status

Your CX status is used to log into and out of the entire Queue workspace.

Note: This feature is only available to users with an Edify CX license (queue users).

When you enable your CX status, Edify automatically logs you into all of the queues you’re configured to auto-login to. At this point, you’re officially present in the Queue. This means you’ll see active interactions and live activity in the queue. You’ll also be able to view and start creating outbound interactions.

Conversely, when you disable your CX status, Edify automatically logs you out of the Queue workspace, which includes automatically logging you out of all the queues you’re currently logged into. Once disabled, though, you’ll still be able to view completed interactions. However, you’ll no longer see an active, live activity in the Queue. This is because you’re officially logged out of the Queue. You no longer have any presence in the Queue.

If you disable your CX status while you’re managing an interaction, you’ll be able to continue managing that interaction, but you won’t receive any new inbound interactions or be able to create any new outbound interactions.

Configuring your statuses for CX users

The CX status toggle is how you log into the Queue and all of your queues, but in order to receive inbound interactions you'll still need to set your user status to Available.

When you disable your CX status, you won't receive any new, inbound interactions regardless of your user status.

When CX status and user status are both enabled, a user can receive inbound interactions.
Even though CX status is enabled, the user status is set to something other than “Available”, so the user can’t receive inbound interactions. When your status is set like this, you’re still present in the Queue. So, you can still create outbound interactions, view interactions, or be counted as a queue user that can eventually handle an inbound interaction. This means that the system won’t trigger an Exit No Agent experience while any queue user has a status set like this.
Even though CX status is enabled, the user status is set to something other than “Available”, so the user can’t receive inbound interactions. When your status is set like this, you’re still present in the Queue. So, this means that you can still create outbound interactions, view interactions, or be counted as a queue user that can eventually become available again for managing inbound interactions. This means that won’t trigger an Exit No Agent experience while any queue user has a status set like this.

Status visibility

Your user status and CX status are viewable to everyone else on your organization’s Edify account in chat, the softphone directory, team view, etc.

Edify EX status visibility

Status visibility for Edify EX users is only accessible through chat and the softphone. This means that if an Edify EX user has access to the chat workspace, then they can see a coworker’s status in the Profile panel and channel list. All Edify EX users logged into Edify App can see user statuses in the softphone directory.

Edify CX status visibility

Status visibility for Edify CX users is not only accessible through the collaboration tools (chat they have access to chat and the softphone directory) like Edify EX users, but they can also see user statuses in team view if they have access to this area of Edify App.

Log into or out of queues

Q Auto Pause status

Edify has the ability to automatically set you to an away status if you miss a certain number of interactions. This feature is called “Q Auto Pause.”

Your Edify admin can configure your user settings to have a maximum number of interactions that you can mixx before the system changes your status automatically and stops delivering inbound interactions to you.

When your user is configured to use this feature, Edify counts the number of times that an interaction is missed, ignored, or rejected. When this maximum number is reached, the system automatically changes your user status to ‘Away’ followed by a status message to “Q Auto Pause’’ and the number of interactions that you have missed.

If your user has a maximum missed interaction count configured, and your status changes to ‘Q Auto Pause’, you need to manually change your user status back to ‘Available’ before Edify returns to sending you interactions again.

However, if your user has the Status Type Override feature enabled, Edify sends you interactions when your user status is set to any user status, even if it’s not set to “Available”. So, this means that the Status Type Override features alerts Edify to deliver you inbound interactions regardless of your user status setting.

Visual breakdown

  • CX Status toggle (A): The CX Status toggle logs you into or out of the Queue workspace. Enabling this toggle and having an “Available” user status allows you to receive inbound interactions. Any other combination won’t allow you to receive inbound interactions.

  • User status (B): The user status alerts your coworkers of your overall availability within the organization. This status is both an availability setting and a descriptive message that explains what you’re doing.

For Edify CX licensed users, this status is also how you alert the system of your immediate availability to receive inbound interactions.

  • Status type menu (C): The status reason menu gives you the ability to define your general availability by selecting or searching for a status. If your user is configured to create custom reasons, then that field is available at the bottom of this menu.

      • Available (green, able to receive inbound interactions)

      • Away (red, not able to receive inbound interactions)

      • Busy (orange, not able to receive inbound interactions)