Overview: User status (Edify App)
This article explains the concepts of User Status and CX status in Edify App.
Overview
Your status lets Edify and your coworkers know your availability In Edify App.
There are two separate types of status:
User Status
CX status
User status
User Status is how you communicate your general availability in Edify.
The User Status menu is in the top-right corner of Edify App.
Your User Status shows other Edify users whether you're Available, Busy, Away, or Offline.
This is important for Queue users because it's how you indicate your readiness to receive inbound interactions after you’ve logged into the Queue (i.e. CX Status is enabled).
User Status Menu
Use the User Status Menu to choose a specific User Status. You can 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.
There are two parts of an individual User Status:
Status Type - The color of the box indicates the type of status.
Green - Available
Orange - Busy
Red - Away
White - Offline
Status Reason - The text beside the colored box gives the reason for the status. You can also create a custom User Status with the correct permission.
Note: Admins can create and manage status reasons in the Reasons workspace of Edify Console.
CX status
CX Status is used to log into and out of the Queue workspace. You must be Logged in to the queue workspace to receive interactions. This feature is only available to users with an Edify CX license (queue users).
Enable your CX Status to log into all of the queues you’re configured to auto-login to or to let you manually log into queues if you don’t have auto-login enabled.
Disable your CX Status to log out of the Queue workspace. This automatically logs you out of all the queues you’re currently logged into.
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 workspace. Then you can log in and out of individual queues using the toggles in the Queue workspace. 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.
Log into or out of queues
When CX status and User Status are both enabled, a user can receive inbound interactions.
When CX status is enabled and the User Status is set to something other than “Available”, the user can’t receive inbound interactions. However, if the user has AID Process Status Type Override enabled in the Queue container, the user will still 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.
When CX status is disabled and the User Status is set to “Available” the user can’t receive any new inbound interactions. This means you’re officially logged out of the queue. You can only see completed interactions and you can’t create outbound interactions.
Status visibility
Your User Status and CX status are visible to users on your organization’s Edify account in Chat, the softphone directory, and in Team View.
User Status visibility
Users Status is accessible through Chat, the softphone directory, and in Team View. If a user has access to the chat workspace, they can see a coworker’s status in the Profile panel and in the channel list. Users can also view a coworker’s User Status by searching for them in the softphone directory.
View User status in Chat
Click on a user's profile pic or their name to open their profile panel and view their User status.
Open the Channel Members drawer to see all members and their User status.
View User Status in the Softphone
Open the Softphone and type a user's name in the Directory field to see their User status.
View User status in Team View
Open Team View and filter for a user or search for them by name using the Search User Name field.
Edify CX status visibility
Edify CX user’s status is accessible through Chat, the softphone directory, and in Team View. CX status is represented by the small green or orange square in the top-left corner of a user’s profile pic.