Monitor Agent Availability In
Real Time

Instantly see who’s busy, idle, or ready to take the next call. The Agent Status provides real-time visibility into team availability, ensuring seamless call routing, optimized workflows, and better customer experiences.

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See Who’s Active at a Glance

Live Team Status

See team-wide availability instantly to optimize workload distribution and enhance productivity.

Custom Status Labels

Let agents create custom labels to inform the team about what they are working on.

Personalized Routing

Customize call routing rules to ensure calls reach only available agents, improving efficiency.

We’ve helped thousands of global companies

Case studies featuring customers who are building faster.

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Revolutionizing Revolut’s Efficiency and Saving 40+ Hours

“Thanks to CloudTalk’s reliability, we could improve sales teams’ performance and close more deals than we could have ever imagined.”

Jamie Devlin
Head of Operations

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Increasing productivity for 200 customer support agents

“With CloudTalk’s Analytics I now get to see every step of the way. We can find discrepancies and gain a much better understanding of our teams.”

Nelly Donnelly
Service Delivery Manager

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Delivering success for Glovo’s customer support team

“CloudTalk improved our team’s cost and efficiency. The script feature allows us to lead the calls in a much more systematic way.”

Yohann Bensadoun
Global Supply Growth

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Scaling outbound calls for MyHeritage 158 sales agents

“We have seen a significant increase in our outbound call volume. We can now reach out to more prospects and customers than ever before.”

Elay Sasson Call
Center Manager

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What Agent Status Is & How It Works

Agent Status is a real-time monitoring feature that helps track and manage the availability of call center agents. By setting their status to “Online,” “Offline,” or “Idle,” agents can instantly communicate their availability.

As their status changes, the system automatically reflects these updates and adjusts call routing accordingly. This ensures that incoming calls are directed only to available agents, reducing wait times and improving overall efficiency.

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Benefits of Agent Status

Make Call Distribution More Efficient

Improve Call Routing

Instantly distribute calls to agents who are currently available, reducing the likelihood of missed or dropped calls. Ensure that customers always receive timely assistance.

Enhance Team Efficiency

Monitor team availability to balance workloads. Quickly identify gaps in coverage and reassign tasks, ensuring peak efficiency without overwhelming agents.

Increase Accountability

Support accountability by keeping an eye on agents’ work ethics. Ensure that they are focused and productive during work hours and maintain high-performance standards.

Quickly Adapt to Changes

Enable informed decision-making. Make immediate adjustments to call routing or team assignments based on current availability, ensuring optimal response to shifting demand.

How To Set Up Agent Status On CloudTalk

Once you’re logged into your CloudTalk account, tap on your profile icon.
Look for the status bar in the upper right corner—it’s where you control your availability.
Select Online, Offline, or Idle to let your team know if you’re available.
If you pick Idle, you can specify why—Busy, Break, Lunch, Meeting, or Training.
Click Save, and your status updates instantly for your team to see!

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Features

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Flagship Feature

Wallboard

Showcase real-time performance and call center metrics to your entire team — live and in a variety of different formats.

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User Management

Upload users, assign permissions, and manage call queues and ringing strategies in bulk without any extra effort.

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Flagship Feature

Analytics

Access centralized real-time data on your agent’s performance or call statistics, and use it to optimize your strategy.

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Frequently asked questions

Everything you need to know about the product and billing.

Why should you use Agent Status?

Using Agent Status empowers your team to manage their call center availability effectively, ensuring that calls are handled by the right agents at the right time. When agents update their status in real time, they can optimize call routing and improve response times.

How to Check Agent Status?

To check an agent’s status in CloudTalk, simply navigate to the Dashboard, where you can view the real-time status of all agents. Each agent’s status—whether they are Online, Busy, Offline, or Idle—is displayed, allowing managers to monitor availability instantly.

What is the Agent Status of a Call Center?

Agent status monitoring in a call center refers to the real-time availability and activity state of each agent. It includes indicators like Online, Busy, Offline, and Idle. These statuses help in managing call distribution, monitoring agent performance, and ensuring that customer interactions are handled promptly and efficiently.