Overview: User status (App)

This article explains the concepts of User Status and CX status in App.

Overview

Your status lets the system and your coworkers know your availability in the system.

There are two separate types of status:

• User Status

• CX status

User status

User Status is how you communicate your general availability in the system. 

Your User Status shows other Avaya.cx users within your account 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 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

Status visibility

Your User Status and CX status are visible to users on your organization’s 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

View User Status in the Softphone

View User status in Team View

Edify CX status visibility