Change color of lettering to red when agent goes into RNA Status.
When an agent goes into RNA status, we'd like an alert that draws their attention, reminding them to move back to "Available". Currently, the letting is gray, which doesn't really catch the eye of user. We are recommending changing this to a bold red in RNA status.
Shannon
shared this idea
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RNA state: An agent is placed in this state when they aren’t on a call, have auto answer turned off, and have failed to answer an inbound call.
This state can be triggered by:
The agent not responding to a call within the Max Accept Time determined in the queue configuration.
The agent rejecting a call
Network or internet issues preventing the agent from receiving the call
The system won’t send another call to the agent until they indicate they’re ready to start taking calls again, but a banner notification will appear at the top of their browser, prompting them to change their status to receive calls.The agent will also receive a popup notification in their browser. This ensures that even when the agent is working in a different window, they’ll be alerted about the state change and can make themselves available.