Agent Availability Status Real Time Monitoring Dashboard
The Agent Availability Status feature of the help desk configuration provides real-time insights into the availability and status of support agents. Key functionalities include:
- Viewing agents’ current status (online, away, offline).
- Changing the agent status.
- Exporting the overall agent status into an Excel sheet.
To view agent availability status, go to Admin > Agent Availability Status > Agent Availability
Agent availability stats
This feature provides a quick overview of agent availability by displaying the number of agents who are online, offline, or away. This data is accessible through the Support Monitoring Dashboard, where you can click on the Available Agent widget to view detailed insights.
The widget also shows the total number of available agents, including those marked as busy or away, helping support teams monitor staffing levels and manage workloads efficiently. Learn more about Overview About Support Monitoring Dashboard.
Status-based filter
This filter enables you to generate a list of agents based on their status, such as online, offline, or away. Additionally, you can refine the list by selecting specific status categories.
For example, if the ‘away’ status includes categories like tea break, lunch break, and permission, you can use the status and status category filters to obtain a list of agents on a lunch break.
Export agent availability status
You have the option to export all agent statuses or filter them based on status and status category before exporting.
To learn more about How to Customize or Create a New Agent Availability Status.
BoldDesk does not penalise agents for being online and idle. However, it enforces SLA (Service Level Agreement) policies that monitor key performance metrics. If an agent is online but fails to respond, these SLA targets may be breached, which can lead to the following actions:
- Reminders sent to the agent before the SLA deadline.
- Escalations to higher-level agents or managers if the deadline passes.
- Performance dashboard impact, reflecting SLA violations for that agent.
FAQs
1. Can I view the history of agent availability status changes?
No. BoldDesk does not provide a historical timeline or audit log for agent availability status changes.
2. Can agent availability status be used in automation rules?
No. Availability status cannot be used as a condition in Workflow Rules or Automation Rules.
3. Can I restrict agents from changing their availability status?
Yes. BoldDesk allows administrators to control whether agents can change their availability status through permissions by disabling the “Allow the agent to change the availability status” permission.
4. Does agent availability affect ticket assignment?
Yes. Agent availability directly affects how tickets are assigned in BoldDesk. When an agent availability status is set to Offline, the system will not assign new tickets to that agent during that period. This ensures that tickets are always routed to agents who are actively available to respond.
5. Can availability data be included in reports or scheduled exports?
No. Agent availability status in BoldDesk is strictly limited to real‑time monitoring and is not stored as historical data for reporting or analytics purposes.
