Using the “Digital Channel Only” Agent Status

Overview

The Digital Channel Only status allows agents to handle digital interactions (Email, WhatsApp, Chat and SMS) without receiving any voice calls. This article explains how the status works, how it affects auto-assignment and manual assignment, and what admins need to configure.

Status types and behaviour

There are two main “ready” type statuses for agents:

1. Available (existing status)

When an agent is in Available:

• The agent can receive incoming voice calls.

• The agent can be auto-assigned digital channels:

  • Email

  • WhatsApp

  • Chat

  • SMS

2. Digital Channel Only (new status)

When an agent is in Digital Channel Only:

• The agent will only receive digital interactions:

  • Email

  • WhatsApp

  • Chat

  • SMS

• The agent will not receive voice calls (no auto-assigned calls).

• The Digital Channel Only status can be treated as PI or Non-PI for reporting.

Admin setup steps for “Digital Channel Only” status

To use Digital Channel Only correctly:

1. Create the status 

   • Go to:
     Admin Portal → Configuration → Status

   • Add a new status with the exact name:
     Digital Channel Only

   • Configure whether it should be PI or Non-PI based on your reporting requirements.

2. Do not rename or delete

   • Ensure the status remains with the exact name
     Digital Channel Only

   • Do not modify this name in Status Configuration.

Assignment Behaviour

Auto Assignment

- Status: Digital Channel Only

Agent receives:

• Email

• WhatsApp

• SMS

• Chat

Agent does not receive:

• Voice calls

- Status: Available

Agent receives:

• Voice calls

• Email

• WhatsApp

• SMS

• Chat

- Status: In-Call / Wrap-up

Agent does not receive:

• Email

• WhatsApp

• SMS

• Chat

- All Other Busy Statuses (e.g. Break, Meeting, Training, Not Ready, etc.)

Agent does not receive any interactions (no calls, no digital).

Manual Assignment

- Manual Call Assigment

• Agents can be manually assigned calls when their status is any status except:

  • In-Call

  • Wrap-up

  • Digital Channel Only

In other words, Digital Channel Only agents should not receive manual voice call assignments.

- Manual Email Assignement

• Admins can manually assign emails to agents in any status.