Add "Away" Status
There's the 3 default status - Available, DND, Invisible, but would be nice to have maybe a yellow "away" status. So you know that person is working but maybe just went on lunch or break and will be back soon, as opposed to being off for the day/on PTO.
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shared this idea
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Connor
commented
Yes this would be very helpful. I would suggest and have seen other tools related to messaging use the “active” mouse to wake the available green status, if no movement has been detected for a few minutes it automatically goes to “away” yellow status, if an extended amount of time since any mouse movement it changes to “extended away status” , and lastly can change to do not disturb red status
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Regina
commented
We need to know when an agent is on "Break" or maybe "Out to Lunch" as well.
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Shane
commented
How is this not already a thing? Every other chat application has "Away" and goes into "Away" when the user's PC is locked our Idle. The fact that it just goes "offline" is absurd.
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Louise
commented
This has been a feature suggested years back but it went no where. I would LOVE for this to happen. I would also die on this hill. At the time was told "no" repeatedly by many RC PMs. Hopefully someone new is considering this :)
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Edward
commented
The agent's status goes to invisible after 15 mins of no activity,
(even when logged into the RC App and ready to take calls)Instead of going to Invisible, it should go to a status like IDLE
and lets say if the there is no activity after a few hours, then status should be changed to 'No Activity' or something like this
This will give a clear picture of the agent status.