You can specify when agents will be automatically marked as unavailable. This is useful if an agent closes their browser session without logging out or they miss a configurable number of consecutive calls.
Administrators must have the Agent Configuration: Modify privilege to configure agents’ unavailability.
Configure agents’ unavailability: #
- Click System > Agent Configuration on the menu bar. The Agent Configuration page is displayed.
- For each option configure the number of seconds/ times/minutes to control unavailability.
- Click Save Changes.
Definitions #
- Timeout before agents become unavailable when the web-page connection is lost: The number of seconds to elapse before an agent is marked as unavailable.
- Number of times an agent can fail to pick up before they become unavailable: The number of consecutive calls that an agent can miss before they are marked as unavailable.
- Number of times a busy agent can decline a call before they become unavailable: The number of consecutive calls that an agent can decline before they are marked as unavailable.
- Number of times the call to an agent can fail before they become unavailable: The number of times that a call to an agent can fail before they are marked as unavailable.
- Minutes before a parked email is automatically returned to the original queue: The number of minutes to elapse before an email that an agent has parked is put back in the queue.