Statuses

Statuses allow users to indicate their availability to receive interactions. You can create custom statuses both globally and specific to each campaign.

Types of statuses

In uContact there are two types of statuses:

1. Global: available for all campaigns in the system. They are created from the Statuses module in the Administrator menu.
2. Campaign-specific: associated exclusively with a particular campaign. They are created from the Statuses section within each campaign's configuration and are only available in that campaign.

How to create a status?

Below we show you how to create statuses in uContact. Let's show you how to do it!

1. To create a status manually, you need to access the Campaigns section within the Administration Menu and then click on Statuses.

2. Once here, you need to click on the New button, located in the upper right corner.

3. A form will open where you must complete the new status information.

Form fields

• Name: Unique identifier of the status in the system. This name will be visible to users when selecting their status. Example: "Lunch", "Training", "Meeting", "Break".
• Icon: Select an icon that visually represents the status. This icon will appear next to the status name in the agent interface.
• Color: Choose a color to quickly identify the status. The color will be displayed in the agent's status indicator.

4. Finally, click Save to create the status.

Recommendation

If a status should be available for all contact center users, create it as a global status. If it is specific to an operation or campaign, associate it with that particular campaign.

System default statuses

uContact includes default statuses that cannot be deleted:

• Available: Active status to receive interactions.
• Not Available: Inactive status, the agent does not receive interactions.
• Break: Rest status.
• WrapUp: Automatic status after finishing an interaction, where the agent completes administrative tasks.
• On call: Automatic status when the agent is in an active interaction.

These statuses are essential for system operation and ensure there are always basic options for users.

Important considerations

Key points to keep in mind

• Global statuses: Are available for all campaigns in the system. They are created from the Statuses module in the Administrator menu. They are useful for common statuses that all users need (e.g.: Lunch, Bathroom, Training).
• Specific statuses: Are only available in the campaign where they were created. They are created from the Statuses section within each campaign's configuration. They are useful for particular statuses of an operation (e.g.: "Preparing demo" for Sales campaign).
• Best practice: Evaluate your operation model to decide what type of statuses to create. Use global statuses for situations that apply to all users and specific statuses for particular activities of each operation.

Status usage by users

How do users change their status?

Users can change their status from the Inbox:

1. In the upper corner of the Inbox, the agent will see their current status.
2. When clicking on the status, a menu will display with all available statuses (global and from their campaign).
3. The agent selects the status that corresponds to their current situation.
4. The system records the status change with date and time for metrics and reports.

Automatic statuses

Some statuses are automatically assigned based on agent activity:

• On call / On chat: When the agent is handling an active interaction.
• WrapUp: After finishing an interaction, the agent has a configured time to complete the disposition and administrative tasks.

Frequently asked questions

Can I convert a campaign status to global?

Yes, you can edit the status and change the assigned campaign. If you leave the campaign field empty, it will become a global status.

Do users see all statuses?

Users see global statuses plus specific statuses from the campaigns they belong to. They will not see statuses from other campaigns.

Can I have the same status name in different campaigns?

Yes, you can have statuses with the same name in different campaigns. The system will differentiate them internally by their campaign association.

Can a system default status be deleted?

No, default statuses (Available, Not Available, Break, WrapUp, On call) cannot be deleted as they are essential for system operation.

What happens with reports if I delete a status?

Historical data is maintained in reports, but the status will no longer be available to select in the future. It is recommended to disable instead of delete if there are doubts.