Agent statuses & OMNi channel routing

Agent Statuses determine if work should route conversations to an agent. Be able to create custom statuses for when your agents are unavailable to give insights into how they spend their time offline across phone chat & ticketing. Ability to see the real time agent statuses i have working knowledge other CRM systems and found these features super important in managing Support Agents in realtime whether 5 or 500 the ability to balance work load through thresholds and skills automatically and assign work for 1 agent across the different OMNI channel piece especially in they are handling multiple channels ie phone , ticket , chat at the same time screenshot of agent status