Published 30 September 2025
Overview
Agent availability (Global Status) lets you know whether an agent is ready to take calls, in a meeting, wrapping up, or off duty.
With the correct permissions, Contact Centre Supervisors and Admins can update an agent’s Global Availability Status directly from the Contact Centre page or the Monitor Voice page.
This guide covers:
- Enabling permissions for Supervisors and Admins
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Changing an agent’s status
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Understanding status labels
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Making bulk changes
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Changing an agent’s Active status across one or multiple Contact Centres
All about Dialpad Agent Global Status
1. Enable Global Status Controls (Office Admin)
2. Assign Contact Centre Supervisors and Admins
3. Change an Agent's Global Status
5. Change an Agent's Active Status
6. Change Active Status across multiple Contact Centres
1. Enable Global Status Controls (Office Admin)
Before supervisors or admins can change agent statuses, permissions must be enabled.
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Log into your Dialpad Admin Settings.
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Select Office Settings.
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Under Contact Centre Administrator Settings, toggle on Allow contact centre supervisor to change agent global status.
Important Note: Only Super and Office Admins can manage office company-wide settings.
2. Assign Contact Centre Supervisors and Admins
To manage agent statuses, users must be set as a Supervisor or Admin within a Contact Centre.
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In the Dialpad Admin Portal, go to Contact Centres.
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Select the Contact Centre where you want to assign roles.
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Open the Admins & Supervisors section.
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Add or edit users and assign the appropriate role:
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Contact Centre Supervisor
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Contact Centre Admin
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Save your changes.
3. Change an Agent's Global Status
Once setup is complete, Supervisors and Admins can update an agent’s availability:
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On your Dialpad App, go to Contact Centres.
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Select the Contact Centre type:
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Monitor Voice
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Monitor Digital
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From the drop-down menu, select the desired Contact Centre.
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Locate the agent in the list.
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Select the agent’s current status.
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Choose a new status from the drop-down menu.
5. Bulk Change Global Status
When enabled, Supervisors and Admins can make bulk updates:
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On your Dialpad app, go to Contact Centres.
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Select the type (Monitor Voice or Monitor Digital).
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From the drop-down, choose your Contact Centre.
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Use the status drop-down to update multiple agents’ status at once.
6. Change an Agent's Active Status
Supervisors and Admins can also toggle whether an agent is Active (able to receive Contact Centre calls).
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On your Dialpad app, open the Contact Centre > Agents view.
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Locate the agent.
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Toggle the Active slider on or off.
7. Change Active Status across multiple Contact Centres
To manage Active status across multiple Contact Centres:
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Go to the Agents page in a Contact Centre.
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Select the arrow beside the agent’s name.
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Slide the Active state toggle on or off for each desired Contact Centre.
Notes:
- Works on Contact Centre and not in Department.
- Requires users: Supervisor, Admin, and Agent to be on Dialpad Support licenses.
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Only users with Supervisor or Admin roles can change agent statuses.
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Permissions must first be enabled in Office Settings.
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Status changes update instantly for reporting and routing.
Still having problems?
Call or text our support team on 0480 006 410, alternatively you can raise a ticket or email to support@untangled.com.au