How do I remote log off Agents or change their status?

Agents are automatically set to an Away state or logged out of Gladly based on your idle timing settings. Additionally, Team Managers have the ability to remotely change the status of Agents to an Away state or log them out of Gladly. This is often necessary when Agents forget to update their status before stepping away from Gladly, such as during breaks or lunch, or if they forget to log off.

1. Click on the top left corner of the screen.

2. Click Liveboards, and you’ll be taken to the Summary Liveboards.

3. Click the Agents tab.

Remote change Agent status

From the Agents tab, click the status the Agent is currently on in the Working Agents section, then select the desired Away status to put the Agent on. Agents will see the Away page upon return.

Remote log out Agent

From the Agents tab, click the status the Agent is currently on in the Away Agents section, the select Log out.