Setting your user status

User status in the Proto AICX platform is equivalent to employee shifts in a contact centre.

You can change your status on Proto's AICX platform to indicate whether you are currently online or away.

To change your user status, click the profile icon and toggle between Online (green) or Away (orange).

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Your user status affects these actions in the following scenarios:

Status OnlineStatus Away
New chatsIncoming new chats are auto-assigned to you.Incoming new chats are sent to other agents in your team that has Online status.
New chats but no agents online-Chats are sent to the Pending list and agent will need to Takeover that chat when they are Online.

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