Yes — admins can create custom statuses like “Training,” “Field Visit,” or “On Duty” to reflect real-world scenarios.

To create a custom agent status:

  1. Go to Admin Dashboard > Agent Status.
  2. Click Add Agent Status.
  3. Add:
    • Status name (e.g., Training)
    • Auto reset time (optional)
    • Status type (Break, Meeting, Outgoing)
    • Optional: enable the agent comment field
  4. Click Save.
Tip: Use custom statuses to improve team visibility and agent accountability.