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Live Status shows each operator as they are right now: the status they set, what they’re doing in the Helpdesk, how long they’ve been doing it, and whether that matches their shift. An operator is a human teammate who can work tickets on this AI agent. Use it to answer questions like “who is on a ticket right now?” or “who is marked Available but isn’t here?”. You find it under Analytics → Helpdesk → Live Status. It reads the same recorded activity as Attendance and Activity, so what Live Status shows now is what the Activity timeline shows for today.

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Before you start

  • Helpdesk is enabled on the AI agent. Without it the page isn’t available.
  • Your plan includes Analytics, and your role can read Analytics. Owners, members and viewers can by default. Support associates can’t.
  • Record teammate activity is on. It’s off by default, and until someone turns it on under Settings → Helpdesk → Members, the tab shows “Activity recording is turned off for this agent” instead of the table. See How activity is recorded for what Chatbase records.
  • Shifts are optional. The Adherence column compares operators with their shift in Scheduling. Operators without one read Not scheduled.

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Read the table

Live Status table grouped by team
Live Status always shows today. The controls at the top of the page are:
  • Timezone. Every time on the page, and where today starts, uses this timezone. Live Status, Activity and Attendance share it, so switching tabs keeps your choice.
  • Search. Filter operators by name or email.
The page groups operators into one card per team, the same as Attendance. Someone in two teams appears in both, and operators who aren’t in any team are in the Unassigned card at the bottom. The table refreshes every minute while the page is open, so you don’t need to reload it. Each operator gets one row with these columns:

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Status

Status is the same status the Helpdesk uses to assign tickets, with the same colored dot as on the Members page.
  • An operator without a shift reads Available, Away, Busy or Paused, as they or an admin set it. Someone who never set a status reads Away.
  • An operator on a shift reads Available during their shift hours and Away outside them or on time off. That’s what the Scheduling page calls On shift and Off shift.
Status is what an operator says, and Activity is what they’re doing. An operator who reads Available and Logged out still gets tickets from automatic assignment, so that row is the one to look for.

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Activity

These follow the rules in How activity is recorded. For example, an operator whose laptop goes to sleep reads Logged out once their browser has stopped reporting for 2 minutes. Closing the Helpdesk tab logs them out straight away.

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Since

For an operator on a ticket, untracked or idle, Since shows how long that has lasted and when it started, for example for 26m · since 13:22. If it started before midnight, the date shows too, as in since Nov 1, 23:40. For an operator who is logged out, Since shows when they were last in the Helpdesk on this AI agent:

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Adherence

Idle inside a shift is out of adherence because Attendance counts idle time as a break. The shift hours show the whole shift in the timezone you picked, even when it crosses midnight. A shift from 22:00 to 06:00 reads Shift 22:00 – 06:00 at 23:00 and at 03:00. A shift that ends at midnight reads 23:59 as its end.

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Tips and edge cases

  • Live Status can be a minute behind. The page shows the moment it last refreshed, and an operator whose laptop went to sleep only reads Logged out after 2 minutes without reports. A status change shows at the next refresh.
  • An operator who works after their shift reads Not scheduled. On Attendance, a session within an hour of a shift belongs to that shift and counts as overtime. Live Status only compares with the shift hours themselves.
  • Two Helpdesk tabs don’t count twice. An operator is logged in while at least one tab is open.