GETTING STARTED
Introduction to SmartAssist
Glossary
SmartAssist Lifecycle Management
SmartAssist Setup Guide
Sign Up for SmartAssist
Release Notes
Current Version
Recent Updates
Previous Versions
Frequently Asked Questions (FAQ)

EXPERIENCE DESIGNERS
Flow Designer
Introduction
Create Experience Flows
Navigate the Flow Designer
Experience Flow Nodes
Introduction
Node Types
IVR Menu
IVR Digit Input
Conversational Input
Split
Check Agent Availability
Check Business Hours
Message Prompt
Run Automation
Agent Transfer
Connect to API
Go to Flow
Deflect to Chat
Script Task
Set Queue
End Flow
Waiting Experience
Conversation Automation
Testing Widget
Use Cases
Overview
Questions & Answers
Conversations

ADMINISTRATORS
Account Management
Switch Account
Invite Developers to an Account
Routing
Skills
Skill Groups
Queues
Hours of Operation
Default Flows
User Management
Users
Agent Groups
Agent Settings
Role Management
Agent Status
System Setup
Channels
Voice
Chat
Email
Limitations With Accounts Using AudioCodes
Agent Transfer
Surveys
Agent Forms
Dispositions
Language & Speech
Overview
Language Management
Voice Preferences
Hold Audio
Standard Responses
Handling Sensitive Data
Widgets
Utils
AgentAssist Settings
SearchAssist
Advanced Settings
Co-Browse Settings
Community WFM (Beta)
Automatic Conversation Summary (Beta)
Intelligent Agent Tools
Sensitive Data Masking
API Reference
API Setup
API List
Integrations
Genesys Voice Bot
Voice Automation - Integration with Amazon Connect
Voice Automation NiceCX (CX One) - SIP Integration
Talkdesk Voice Automation
Audit Report

AGENTS
Agent Console
Introduction
Conversation Tray
Incoming Interactions
Interacting with Customers
Additional Tools
My Dashboard

SUPERVISORS
Dashboard
Automation
Queues and Agents
Interactions
Intelligence
Monitor Queues, Agents, Interactions, and Service Levels
Manage Layout

BUSINESS USERS
Reports
Introduction
Reports List

Agent Status Management

This feature lets you display various statuses of an Agent – such as available, offline, busy, or away – along with a brief description for each status. You can add new statuses and edit or delete the existing ones.

The Agent Status Live Board

You can find the Agent Status section by going to Configuration > User Management > Agent Status.

Here you can see a list of existing statuses, along with the following information:

  • Name: The name of the status that is displayed within the Agent Console.
  • Actions: The available action is to Edit the status entry.
  • Type: The type of status, mentioning whether the agent is Available, Away, Busy, or Offline while the particular status is set.
  • Description: A short description of the status.

System Away and System Busy Status

System Away: When an agent does not accept or respond to an interaction within the configured acceptance timeout, the agent’s status automatically changes to system away. Learn more.

System Busy: When all the slots assigned to an agent are occupied, the agent’s status automatically changes to system busy. Learn more.

Note: System Away and System Busy statuses are enabled by default for new accounts. To enable them for existing accounts, contact Kore Support.

Create an Agent Status

To create a new agent status, follow these steps:

  1. In the Agent Status section, click + New Status.
  2. In the New Status window, enter the following details:
    • Status Name – Enter the status name.
    • Status Type – Select the status type: Away or Busy.
    • Description – Type in a brief description of the status.
  3. Click Add & Exit to create the status and exit the window or click Add & Stay to create the status and continue to a new one.

  4. The status created successfully success message is displayed on-screen and the new status is added to the Agent Status list.

Edit an Agent Status

To edit an existing Agent status entry, follow these steps:

  1. In the Agent Status section, click the Edit icon corresponding to the status entry that you want to modify.

  2. In the Edit Status window, edit the Status Name, Status Type, and/or Description, then click Update.
  3. The Status updated successfully message appears in the window and the modified values reflect in the Agent Status window.

Delete an Agent Status

Notes:
1. The default statuses (Available, Away, Busy, and Offline) cannot be deleted. Only custom statuses provide this option.
2. Deleted Agent Status entries cannot be restored.

To delete an existing Agent Status entry, follow these steps:

  1. In the Agent Status section, click the Delete icon corresponding to the status that you want to delete.

  2. You will be asked to confirm your choice. Click Yes to confirm.
  3. A success status message is displayed and the deleted Agent Status is removed from the list.

Configure Login Prep Status

Login Prep status ensures agents do not receive interactions immediately after they log in on SmartAssist. This status provides agents with a designated time to prepare before they start receiving interactions. Administrators can enable and configure this status for their agents.

Steps to enable and configure Login Prep status:

  1. Go to CONFIGURATION > USER MANAGEMENT > Agent Status.
  2. By default, the login prep status is disabled. Click the Edit button to enable login prep.
  3. On the Edit Status window, turn on the toggle to Enabled.

    You can customize the following fields:

    1. Status Name
    2. Description
    3. Message to Agent
      1. Rule (default 30 seconds)
      2. Message

  4. Click Update to save the changes.

    A confirmation message is displayed.

    Once enabled, the Login Prep becomes the default status for every new login for the agent. Learn more.

Agent Status Management

This feature lets you display various statuses of an Agent – such as available, offline, busy, or away – along with a brief description for each status. You can add new statuses and edit or delete the existing ones.

The Agent Status Live Board

You can find the Agent Status section by going to Configuration > User Management > Agent Status.

Here you can see a list of existing statuses, along with the following information:

  • Name: The name of the status that is displayed within the Agent Console.
  • Actions: The available action is to Edit the status entry.
  • Type: The type of status, mentioning whether the agent is Available, Away, Busy, or Offline while the particular status is set.
  • Description: A short description of the status.

System Away and System Busy Status

System Away: When an agent does not accept or respond to an interaction within the configured acceptance timeout, the agent’s status automatically changes to system away. Learn more.

System Busy: When all the slots assigned to an agent are occupied, the agent’s status automatically changes to system busy. Learn more.

Note: System Away and System Busy statuses are enabled by default for new accounts. To enable them for existing accounts, contact Kore Support.

Create an Agent Status

To create a new agent status, follow these steps:

  1. In the Agent Status section, click + New Status.
  2. In the New Status window, enter the following details:
    • Status Name – Enter the status name.
    • Status Type – Select the status type: Away or Busy.
    • Description – Type in a brief description of the status.
  3. Click Add & Exit to create the status and exit the window or click Add & Stay to create the status and continue to a new one.

  4. The status created successfully success message is displayed on-screen and the new status is added to the Agent Status list.

Edit an Agent Status

To edit an existing Agent status entry, follow these steps:

  1. In the Agent Status section, click the Edit icon corresponding to the status entry that you want to modify.

  2. In the Edit Status window, edit the Status Name, Status Type, and/or Description, then click Update.
  3. The Status updated successfully message appears in the window and the modified values reflect in the Agent Status window.

Delete an Agent Status

Notes:
1. The default statuses (Available, Away, Busy, and Offline) cannot be deleted. Only custom statuses provide this option.
2. Deleted Agent Status entries cannot be restored.

To delete an existing Agent Status entry, follow these steps:

  1. In the Agent Status section, click the Delete icon corresponding to the status that you want to delete.

  2. You will be asked to confirm your choice. Click Yes to confirm.
  3. A success status message is displayed and the deleted Agent Status is removed from the list.

Configure Login Prep Status

Login Prep status ensures agents do not receive interactions immediately after they log in on SmartAssist. This status provides agents with a designated time to prepare before they start receiving interactions. Administrators can enable and configure this status for their agents.

Steps to enable and configure Login Prep status:

  1. Go to CONFIGURATION > USER MANAGEMENT > Agent Status.
  2. By default, the login prep status is disabled. Click the Edit button to enable login prep.
  3. On the Edit Status window, turn on the toggle to Enabled.

    You can customize the following fields:

    1. Status Name
    2. Description
    3. Message to Agent
      1. Rule (default 30 seconds)
      2. Message

  4. Click Update to save the changes.

    A confirmation message is displayed.

    Once enabled, the Login Prep becomes the default status for every new login for the agent. Learn more.