Accurate agent availability is essential for effective case routing, capacity planning, and reporting. When a voice case is assigned to an agent, their availability status gets updated automatically to reflect their real-time engagement to prevent incorrect routing decisions and capacity overutilization.

A configuration for Unified Routing under Feature Settings that sets the agent’s status, such as Occupied, Busy, or In Call, immediately upon voice case assignment. The updated status remains in effect until the agent’s capacity is released, ensuring accurate visibility of agent engagement across the platform.

Setting the Status

1. Click the New Tab icon. Under Platform Modules, click All Settings within Listen.

2. Select Feature Settings and from the left pane select Unified Routing.

   ​

   ​

   ​

3. Under the setting name, you can locate Set user availability status on voice call assignment.

4. Hover over the three dots and click Edit.

   ​

   ​

   ​

5. Enter the status you want agents to reflect immediately upon voice case assignment (for example, Occupied).

   ​

   ​

   ​

6. Once active, this status remains applied until the agent’s capacity is cleared.

   ​

   Note: If a status is already set and later updated, the new status is applied system-wide for all future assignments.