Overview
This feature adds a configurable option to automatically set an agent’s status to Away when the configured Agent Inactivity Wait Time is breached after a conversation becomes overdue. This prevents inactive agents from receiving new interactions and ensures accurate routing.
Functionality
When enabled, the system will:
- Automatically set the agent’s status to Away if the Agent Inactivity Wait Time is breached after a conversation becomes overdue.
- Prevent the agent from receiving new interactions.
- Display the updated Away status in the Supervisor dashboard.
- Apply existing routing rules for agents with Away status.
When disabled, the system will maintain current behavior, leaving the agent’s status unchanged when the inactivity timer is breached.
Configuration
- Go to Settings > System Settings > Automatic Away Status for Agent Inactivity.
- Turn on the toggle to enable Automatic Away Status for Agent Inactivity.
