Manage away states in Inbox 2.0

You can add and customize the default away states available to agents, letting you better track how they record their time when not working with contacts. This feature can provide insight into agent productivity, help with forecasting, and create a foundation for reports.

To add an away state, do the following:

1. Go to Inbox 2.0, select Admin settings, expand Agent workspace, and then select Away states.
2. On the Away states page, select Add away state.

Away states are global, so you don't need to create them for each channel. On the Away states page, you can use the toggles to enable or disable each one. You can also edit or delete them at any time by selecting Edit or Delete next to the state; all associated data remains available in reports after deletion.

You can create reports to better understand how your teams are spending their time when not working with customers:

• Under Analytics, select Exports, select On-demand, and then choose User presence in the Export type list.

For more information, see Create Inbox 2.0 data exports.