Presence & counters

presenceWhether a staff member is signed in at a counter right now — what powers the “counters staffed” and coverage figures. is simply who's signed in and active right now.

Each person shows a coloured dot and a label.

In Team chat the same states read as Available / Away / On break / Offline.

Your dashboard counts countersThe place where one staff member serves — a desk, chair or room. Staff sign in to a counter to start calling people. You may have seen this called a “station”. with someone signed in against counters set up — that's "counters staffed". A staffed counter is one that can actually serve, which is why an empty-but-set-up counter shows as a "needs attention" alert when people are waiting.

A signed-in person with no activity for 15 minutes (the default — it's set per line, one number, 1–1440 minutes) slips to idle automatically, and any activity lifts them straight back to online.

• That revival only ever applies to idle — someone who set themselves On break or signed out stays that way until they change it themselves.
• There's only the one timeout, not two — the same number that turns them idle also frees their counter once it's passed — never while a visitor is still called to, or on hold at, that counter; that only happens after the visitor is closed by the “Close a forgotten visitor after” or hold-limit timer. You can't set "go idle at 15, free the counter at 60".
• If you're searching Settings for it, the row is called "Sign a server out of their counter after", not "idle sign-out".
• This is exactly what stops a staff member staying signed in when they've gone home for the day — once they've gone home without signing out, this timeout is what eventually frees their counter.

Related: Team chat · The dashboard