Agent Availability allows you to control when you receive work by marking yourself as Away directly from your profile. Whether you are stepping out for a quick break, attending a meeting, or focusing on critical tasks, this feature ensures that assignments automatically respect your availability and gives your team instant visibility into who is reachable.
Set your availability status
You can easily change your status to let your team and the routing system know if you are available to take on new requests.
Click your profile dropdown in the navigation bar.
Toggle your status to Away.
Select a quick duration option such as 30 minutes, or 1 hour, 3 hours, 6 hours, or choose a custom return time. You can also set yourself as Away indefinitely.
Understand automatic return
When you choose a fixed duration for your Away status, the system tracks the time for you. Once the selected time expires, your status automatically reverts to Available. You do not need to manually switch back, ensuring you receive new assignments as soon as you return.
View live availability indicators
Real-time status indicators help your team know exactly who is currently reachable. These indicators are visible everywhere agents appear across the product.
Navigation avatars
Hover cards
Assignment dropdowns
Status changes are instantly reflected across all clients with reliable real-time updates.
Route requests with assignment-aware availability
Round-robin assignment now treats your availability as a strict rule. While you are marked as Away, the system automatically skips you during round-robin ticket assignment. This prevents tickets from sitting in the queues of unavailable agents, eliminating delays and reducing the need for manual reassignment.
Next steps
Now that you know how to manage your availability, explore our guides on configuring round-robin assignment rules and managing agent groups to further optimize your team's workload.