Absent Status
An idle agent can be marked as absent after a configurable period and returns to online when they start interacting again.
OmniSmart Feature · Call Center Agent Management
Real-time supervision for presence, pauses and blocks
See who is online, absent, on break, or blocked and take action without leaving the monitoring screen. Configurable rules help prevent distribution and transfer when an agent should not receive new contacts.
Configurable Absent StatusManual and Automatic BlockingAbsence and Blocking Reports
groupsAgent Monitoring
LIVE
18Online
7In service
3Absent
1Blocked
AgentTeamStatusTimeAction
AMAna MartinsSalesOn a call06:42more_horiz
RSRafael SilvaSupportAbsent12:08Block
CLCarla LimaFinanceiroOnline00:54more_horiz
PFPaulo FreireSalesBlocked08:31Unblock
rule_settingsActive rule: absence over 10 mindescriptionView report
4 statesOnline, offline, absent, and blocked
Configurable timeInactivity defined by operation
Immediate actionBlock or unblock in monitoring
Management trailReasons, periods, and responsible parties
Operational supervision
Being connected does not mean being available to serve.
Agent management differentiates inactivity, break, and blocking so that supervision sees the team's real state. Monitoring is no longer just observation and now offers controlled actions.
View by team
Monitoring highlights the agent's state and shows the number of absent agents to support the supervisor's reading.
Manual blocking
The supervisor can block or unblock an agent directly on the screen, respecting the operation hierarchy.
Automatic blocking
Rules can consider break or absence overruns, with time limits, occurrences, and profiles reached.
Distribution protection
Blocked agents stop receiving chats and calls and do not appear as a valid transfer destination.
Management reports
Absence and blocking reports record period, team, user, reason, and responsible party according to the available view.
From signal to action
Supervision identifies the state and applies the appropriate rule
Absence is a management signal; blocking is an operational action. The company decides when to just observe and when to prevent new contacts.
Configure inactivity
Set the time without interaction used to identify an available agent as absent.
Monitor teams
Observe presence, breaks, absence, and blocking directly in monitoring.
Define rules
Choose whether breaks or absences can trigger blocking and which limits apply.
Protect distribution
Prevent new chats, calls, and transfers while blocking is active.
Review reports
Analyze patterns by period, team, and user to guide process, scaling, and follow-up.
Impact on operations
What changes in practice
Supervision works best when presence, absence, pause, and blocking represent different and actionable states.
Clearer availability
The supervisor distinguishes active connection from prolonged idleness and a registered pause.
Action without parallel process
Blocking and unblocking happen within monitoring, with a persistent effect.
Protected distribution
Chats and calls are no longer sent to those who should not receive new interactions.
Pattern-based management
Reports help separate isolated episodes from recurring behaviors by team or user.
Who it makes sense for
Operational control for customer service teams
Customer service supervisorsCall center coordinatorsOperations managersSchedule planningQuality and trainingPlatform administrators
Frequently asked questions
Learn more
When they remain for the configured time without interacting with the screen and are not on pause, in an interaction, or on a call. When they interact again, they automatically return to online.
The status can work only as information. To prevent distribution due to absence, the operation needs to configure the corresponding blocking rule.
Yes. Blocking can be applied through monitoring and persists even after page refresh or new login, until it is removed.
They stop receiving new chats and calls, cannot be a transfer destination, and see the blocking indication on the platform.
The operation can configure rules for pause timeout and absence, defining time, number of occurrences, and affected profiles.
Talk to OmniSmart
Give the supervisor an actionable view of the team
Show how presence, pauses, and distribution work today to evaluate the states, rules, and reports suitable for your operation.
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