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Freshdesk Contact Center provides default and custom statuses that you can choose to set your availability. When you activate and log in to your account for the first time, your status is set to offline by default.
Your status decides if you can receive calls. Also, your team members can transfer a call or invite you to their ongoing call based on your availability. It also helps your admin decide whether a call should be routed to you. So, ensure that you set the correct status. The list of default statuses available are:
- Forward to Phone
- After Call Work
Note: The After Call Work and Busy are not visible statuses. Your status is automatically set to Busy whenever you attend a call. Similarly, once the call ends, your status automatically changes to After Call Work for sometime (until you close the in-conversation widget).
In addition to the default statuses available, you will also see custom statuses that your admin has added to your account. If you are an admin, check the article on adding new custom statuses.
User Requirements: All users - agents, supervisors, admins, and account admins can set their status.
To set your availability status:
- Log in to your Freshdesk Contact Center account.
- On the top right corner, click on the status drop-down. Here, you will see the list of default and custom status available. You can choose to select your preferred status.
Note: You can make/receive calls only if your status is set as Availble or Forward to phone. To understand each status, check Customizing Agent Status.