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.
To configure agents’ unavailability:
Procedure #
Step 1:
Click System > Agent Configuration on the menu bar.
The Agent Configuration page is displayed.
Step 2:
For Timeout before agents become unavailable when the web-page connection is lost, specify the number of seconds to elapse before an agent is marked as unavailable.
Step 3:
For Number of times an agent can fail to pick up before they become unavailable, specify the number of consecutive calls that an agent can miss before they are marked as unavailable.
Step 4:
For Number of times a busy agent can decline a call before they become unavailable, specify the number of consecutive calls that an agent can decline before they are marked as unavailable.
Step 5:
For Number of times the call to an agent can fail before they become unavailable, specify the number of times that a call to an agent can fail before they are marked as unavailable.
Step 6:
For Minutes before a parked email is automatically returned to the original queue, specify the number of minutes to elapse before an email that an agent has parked is put back in the queue.
Step 7:
Click Save Changes.
Parent topic: System management
Related reference
Agent Configuration page