# Operator availability status

Set your availability for permitted work and see when capacity or channel controls restrict it.

*Release 3.3 · operator, supervisor*

**Settings › Account › Omnichannel Statuses** · **Settings › Account › Operators** · **Settings › Channel**

## What it is

Your availability tells INSIDE whether you can receive new work. **Status** shows your current state. Where omnichannel availability is configured, **Availability Status** lets you select the types of work you are ready to handle.

## Who uses it and why

- Operators set their availability at the start of work and change it as their work changes.
- Supervisors check whether operators are available, winding down or limited by their workload.

## Where to find it

Use **Status** in the desktop toolbar. Where enabled for your channel, opening it shows **Availability Status**.

Users with the **Settings** role manage website status definitions in **Settings › Account › Omnichannel Statuses** and channel configuration in **Settings › Channel**. Operator capacities are in **Settings › Account › Operators**, which is also available to the **Manager** role, subject to permissions.

## How it works

1. Open **Availability Status**.
2. Select the permitted status rows, or use **All** to select or clear the selectable rows.
3. Choose **Confirm** to apply your choices. **Cancel** discards pending changes.
4. Read the resulting notification and check your current status.

Green ticks show the current selections. Blue ticks mark pending selections. Disabled rows cannot be selected; a tooltip can explain a missing capacity or role. Clicking outside keeps the panel open while it has pending changes.

On channels using the simpler availability control, **Status** switches between available and unavailable, with a wind-down reason prompt when configured.

Eligible voice operators with **Allow On-Demand Transfers** can also see **Available for Voice Transfer**. This also depends on the selected channel, so it is not shown to every operator.

## Configure it

Users with the **Settings** role set the permitted statuses and channel options. Users with the **Settings** or **Manager** role manage permitted operator limits. A status can depend on skills for particular platforms. A zero capacity can make its row unavailable for selection.

To configure separate status choices, a user with the **Settings** role:

1. Opens **Settings › Account › Omnichannel Statuses** and adds or edits a status.
2. Enters **Name**, checks **Enabled** and selects **Skills to Add** and **Skills to Remove**.
3. Saves the status, then opens the relevant channel in **Settings › Channel**.
4. Enables **Omnichannel Availability Control**, chooses **Allowed Statuses** and saves the channel.

**Omnichannel Availability Control**, **Salesforce Enable Omni Channel** and **External Availability Control** are mutually exclusive in the channel editor. Enabling one clears the competing controls.

Without an operator override, live-chat and ticket limits use the website defaults, which are five live chats and zero tickets when no website override is set. The live-chat hard limit falls back to the normal live-chat limit. Social/text capacity defaults to zero; with a positive social/text limit and no separate hard limit, the hard limit is one higher.

Live-chat and social hard limits are separate from normal assignment limits. Ask someone with the **Settings** or **Manager** role to review both when manual and automatic assignment behave differently.

For a channel with externally controlled availability, use the controlling system's process. Manual changes in INSIDE may be restricted.

### Settings

| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Omnichannel Availability Control | Settings › Channel | channel | Off |  | Enables separate availability status choices for operators in the selected channel. |
| Allowed Statuses | Settings › Channel | channel | All statuses selected in the channel editor |  | Chooses which configured omnichannel statuses operators can use in the selected channel. |
| External Availability Control | Settings › Channel | channel | Off |  | Lets an external system control availability for the selected channel and restricts ordinary manual changes. |
| Salesforce Enable Omni Channel | Settings › Channel | channel | Off |  | Uses the configured Salesforce availability integration for the selected channel. |
| Active Live Chat Limit | Settings › Account › Operators | operator | Inherit the website limit; 5 live chats if the website has no override | Settings role, Manager role | Sets your capacity for automatically assigned live chats. |
| Active Live Chat Hard Limit | Settings › Account › Operators | operator | Same as Active Live Chat Limit | Settings role, Manager role | Sets the upper live-chat limit for work you take or receive through supported assignment actions. |
| Active Ticket Limit | Settings › Account › Operators | operator | Inherit the website limit; 0 tickets if the website has no override | Settings role, Manager role | Sets your capacity for active email tickets. |
| Active Social/Text Limit | Settings › Account › Operators | operator | Zero | Settings role, Manager role | Sets your capacity for automatically assigned social and text conversations. |
| Active Social/Text Hard Limit | Settings › Account › Operators | operator | One above Active Social/Text Limit when positive; otherwise zero | Settings role, Manager role | Sets the upper social and text conversation limit for supported manual assignment actions. |
| Enabled | Settings › Account › Omnichannel Statuses | website | On for a new status | Settings role | Makes the configured status available for operators to select. |
| Skills to Add | Settings › Account › Omnichannel Statuses | website | Not set | Settings role | Chooses the skills supplied by this status for routing work. When unset, the status adds no skills. |
| Skills to Remove | Settings › Account › Omnichannel Statuses | website | Not set | Settings role | Chooses the skills removed by this status for routing work. When unset, the status removes no skills. |

### Fields

| Field | Where | Required | What it is for |
|---|---|---|---|
| Name | Settings › Account › Omnichannel Statuses | Yes | Names the status operators see; the editor accepts up to 200 characters and requires non-blank text. |

### Permissions

| Permission | Lets you |
|---|---|
| Chat | Use chat availability where chat is enabled for the website. |
| Settings | Access Omnichannel Statuses and permitted operator and channel configuration. |
| Manager | Access permitted operator configuration and work in managed channels without being their owner. |
| Voice | Receive voice work when the account, channel and voice settings allow it. |
| Allow On-Demand Transfers | Exposes the voice-transfer-only availability option for eligible voice operators. |
| Can cherry pick conversations from the queue | Allows selecting particular queued conversations, subject to availability, platform and capacity checks. |

## Limits and good to know

- **Limited** is different from a manual break. Capacity-related availability can recover when capacity becomes free.
- Changing status does not guarantee that work will arrive. Routing, skills, queues and capacity still apply.
- Some changes involving voice wait until existing work finishes. Read the notification rather than assuming every requested change has already taken effect.
- An active voice call or participation in a live show can prevent you from becoming available for new work.
- Managed channels can restrict availability to the channel owner and operators with the **Manager** role.

## Depends on and works with

### This feature uses

- **Configured in** [Website, channel and subsite access](ADM-009.md): Your website and channel assignments determine where you can set availability.
- **Configured in** [Roles and permissions](ADM-008.md): Roles and permissions control chat and voice eligibility and configuration access.
- **Configured in** [Skillsets and skills-based routing](CHAT-007.md): Omnichannel status choices change the skills used to route work.
- **Configured in** [Chat limits and wind-down](CHAT-008.md): Conversation capacity determines when availability becomes Limited.
- **Configured in** [Salesforce connection and operator setup](CRM-010.md): Salesforce availability integration can affect manual availability controls.
- **Configured in** [Departments](CHAT-006.md): Channel settings choose omnichannel, external or Salesforce availability control and the statuses offered.
- **Works better with** [Wind Down for operators](CON-003.md): Wind Down stops new automatic work while you finish existing conversations.
- **Related** [Chat queue](CHAT-005.md): Taking queued work also checks availability, queue permissions and capacity.
- **Related** [Telephone call transfers](RTC-007.md): Eligible voice operators can become available specifically to receive voice transfers.
- **Related** [Availability Log for routing investigations](REP-023.md): Availability Log can help explain earlier availability and assignment changes when recording was enabled.

### Used by

- **Required by** [Wind Down for operators](CON-003.md): Wind Down is part of operator availability.
- **Required by** [Browser video and audio calls](RTC-017.md): The operator must have a suitable available status before starting a browser call.
- **Configures** [Incoming chats and calls](CON-019.md): Availability and capacity affect eligibility for incoming work.
- **Configures** [Voice queue and call offers](RTC-003.md): Operator availability and omnichannel status choices determine eligibility for incoming voice work.
- **Enhances** [INSIDE console](CON-001.md): Availability determines whether you can receive new work in the selected context.
- **Enhances** [Floor avatar indicators](CON-010.md): Operator availability determines operator state indicators.
- **Enhances** [Teams Overview and Manager Mode](CON-022.md): Operator availability, limits and channel state appear in the overview.
- **Enhances** [Mobile console](CON-033.md): Availability governs which incoming work the operator can receive.
- **Enhances** [Operator productivity reports](REP-004.md): Operator availability states supply the recorded time measures.
- **Enhances** [Service Overview dashboard](REP-016.md): Operator availability and capacity supply live staffing measures.
- **Enhances** [Availability Log for routing investigations](REP-023.md): Recorded operator availability and capacity help explain earlier availability states.
- **Related** [Automatic logout after inactivity](CON-004.md): The planned Logout action requires Unavailable status, while inactivity logout changes your status automatically.
- **Related** [Console connection and recovery](CON-005.md): Check your current availability after reconnecting before expecting new work.
- **Related** [Monitor mode](CON-025.md): Set yourself Unavailable before starting monitor mode if you should stop receiving work.
- **Related** [Operator CLI requests and browser login](EXT-024.md): Browser handoff makes a connected CLI operator unavailable before disconnecting its live connection.

## FAQ and troubleshooting

### Why is a status greyed out?

Hover over it for an explanation. Your relevant chat, social or ticket limit may be zero, or you may lack the **Voice** role.

### Why did my choices disappear after Cancel?

**Cancel** restores the current saved selections. Use **Confirm** to request a change.

### Why am I Limited when I have not chosen Wind Down?

Capacity or a call-related restriction can put you in **Limited**. Check your active work and configured limits.

### Why can I not make myself available?

Check for an active call, a live show, managed-channel restrictions or externally controlled availability. Someone with the **Settings** or **Manager** role can check permitted channel access and operator capacity.

### Why can I not take a queued conversation while available?

Queue permissions, platform eligibility and limits also control taking work. Availability alone does not grant that action.