Agent order and availability
Who answers first, the phone and chat switches, and the Online / Offline status.
Order
In Agents, the ▲▼ arrows set the queue. For callback, mobile phones ring one by one from the top - after about 20 seconds without an answer, the system moves to the next person. The queue also applies to chat in “In order” mode.
Who answers what
In the “Answers” column, each agent has two independent switches:
- phone - answers calls (browser, app, mobile),
- chat - gets chat conversations.
Day-to-day availability
- Agents set it on Overview: “You're taking calls” or “You're not taking calls - the system skips you”.
- The Online / Offline status at the top of the menu applies only to the chat.
Multiple websites
With more than one website, a “Sites” column appears - you choose which websites each person handles. Empty = all.
!
Site assignment is strict: if no one assigned to a website answers, the request stays as missed - it doesn't go to agents of other websites.
Something missing?This documentation describes what the dashboard does today. If something doesn't match or you couldn't find it, ask in the help chat in your dashboard or send a request. Help & support →