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.
Cryobionic
shared this idea
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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.