## Overview

In the Conversa Labs **Team Management** module, every agent works on top of a
**status catalog** that you customize. On top of the platform's native presence (Online / Busy /
Offline) you create your own work and break statuses, organized into three sections:

- **Availability** — the presence statuses (Online, Busy, Offline).
- **Timed breaks** — breaks with a configured limit and a live countdown (e.g. Coffee 10 min).
- **Open breaks** — breaks without a limit (Meeting, Training, External work…).

Each status maps to a **native availability**. When an agent goes on a break, the platform parks them
in Busy/Offline and **auto-assignment stops routing** new conversations to them — no change to your
routing rules. While on a break, a **full-screen timer** and/or a **floating widget** show the elapsed
time against the limit. If the time runs out, the **over-limit policy** decides what happens (flag,
notify, return to Online…).

## Prerequisites

- The Team Management module must be **enabled for the account**. With the module on, the **grouped status switcher**
  replaces the native availability picker (Online/Busy/Offline) for every agent.
- The **status catalog** and the **over-limit policy** are for administrators (and custom roles granted
  the Team Management permissions). **Any agent** can change their own status from the grouped switcher.

## Step by step

### Build the status catalog (admin)

1. Open **Team Management** and go to the **Status catalog** tab.
2. The account starts with just the native Online / Busy / Offline trio. Use **Templates** to apply a
   ready status pack (lunch, coffee, meeting…), or **Add status** in any section to create your own.
3. For each status set the **Section** (Availability / Timed break / Open break), the **Availability**
   it maps to, color, icon, and the behavior flags.
4. Reorder within a section with the up/down arrows, edit with the pencil, and delete custom statuses
   with the trash. System statuses (Online/Busy/Offline) can be renamed and recolored but not deleted.

### Configure a timed break (admin)

1. Add or edit a status in the **Timed breaks** section.
2. Set the **Time limit (minutes)** — this drives the live countdown.
3. Choose the **over-limit policy**: flag it on the board, notify the agent, notify supervisors, return
   the agent to Online automatically, plus a grace period and a repeat-reminder interval. A per-status
   policy overrides the account default.
4. Optionally turn on **Requires a reason**, **Full-screen takeover** and **Show floating widget**.

### Switch your status during the day (any agent)

1. Open the profile menu in the sidebar and use **Set your status**.
2. Pick a status from the grouped switcher (Availability / Timed breaks / Open breaks). Timed breaks
   show their limit next to the name.
3. If the status requires a reason, add a short note and confirm.
4. The native availability is parked automatically (Busy/Offline), so auto-assignment stops sending
   new conversations.

### Use the break timer (any agent)

1. On a full-screen break, a **full-screen timer** takes over the whole app: current status, configured
   limit, an elapsed stopwatch with a progress ring, percent consumed and a **Within limit / Over limit**
   badge. It has **no minimize and no close** — the only way out is **Go online**.
2. On other breaks, a **floating widget** in the corner shows the status and elapsed time, with a quick
   **Go online** button.
3. The elapsed time comes from the server: reloading, reopening, duplicating or hiding the tab does
   **not** reset the timer, and the limit is enforced server-side even if the browser is closed.

## Settings & options

Fields on each status:

| Field | What it does |
|---|---|
| Name / Description | Identifies the status |
| Section | Availability, Timed break or Open break |
| Availability | The native presence it maps to (Online/Busy/Offline); drives auto-assignment |
| Color / Icon | Appearance in the switcher, board and timer |
| Time limit (minutes) | Timed breaks only; empty = no limit |
| Counts as productive | Marks the time as productive in reports |
| Counts against adherence | Includes the status in the adherence calculation |
| Requires a reason | Opens a note dialog before applying the status |
| Full-screen takeover | Shows the full-screen timer (no close) during the break |
| Show floating widget | Shows the corner widget for breaks that aren't full-screen |
| Active | Makes the status available or hidden in the switcher |

Over-limit policy (per timed break, on top of the account default):

- **Flag it on the board** — highlights the over-limit agent on monitoring.
- **Notify the agent** — alerts the person on the break.
- **Notify supervisors** — alerts supervision.
- **Return to Online automatically** — ends the break and brings the agent back.
- **Grace period (seconds)** — waits before applying the policy.
- **Repeat reminder every (seconds)** — reminder frequency while over the limit.

Catalog sections (families):

| Section | Has a limit? | Examples |
|---|---|---|
| Availability | No | Online, Busy, Offline |
| Timed breaks | Yes, with a countdown | Coffee 10 min, Lunch 60 min |
| Open breaks | No | Meeting, Training, External work |

## Use cases

- Enforce coffee and lunch with a live countdown and an automatic return to Online.
- Let agents step away for a meeting (open break) without a timer.
- Require a reason for certain breaks for auditing.
- Keep "On-site service" mapped to Online so those agents keep receiving conversations even when
  "away from the chat".

## Tips, limits and best practices

- Breaks park the agent in Busy/Offline, so auto-assignment stops — map to Online any status that
  should keep receiving work.
- Time limit and over-limit policy apply **only to timed breaks**; open breaks have no countdown.
- The full-screen takeover only exits with **Go online** — use it for breaks that must be strictly
  honored.
- The client-side timer is the agent's experience; the server enforces the policy every minute, so an
  agent can't "shave time" by reloading, reopening or hiding the tab.
- Keep the catalog short and meaningful — too many statuses make adherence harder to read.

## Troubleshooting

- **I still see the plain Online/Busy/Offline picker** — the Team Management module isn't enabled for the account.
- **A timed break didn't auto-return** — confirm the over-limit policy has "Return to Online
  automatically".
- **The full-screen timer won't close** — that's by design; click **Go online**. If you expected a
  corner widget, turn off "Full-screen takeover" on the status.
- **I can't delete a status** — it's a system status; you can rename and recolor it, but not delete.
- **The timer reset after I reloaded** — it doesn't; the elapsed time derives from the server start time.

## See also

- Team Management overview
- Real-time monitoring board
- Monitored agents (enrollment)
- Schedules
- Queues