Automatically set agent state back to Avaialble after RNA by timeout
- Additional details for the feature that you are requesting:
- What is your use case for this feature request? Agents with multiple roles leave their desk throughout the day.
- What problem are you trying to solve or what problems does the current functionality cause? If agents forget to check status they do not receive calls when needed.
- How do you want the feature/product to work (proposed solution)? Have a setting in the Agent Roles or Queue general settings to disable the RNA status and/or set a timer.
6
votes
Main main Jordan
shared this idea
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MEGAN
commented
100% Agree. There should be some more flexibility with the RNA state settings. I don't feel that an all or nothing approach is appropriate for this setting, different companies have different needs and it should be something we have the option to adjust.
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RACHEL
commented
This is a really good solution to a big oversight on the RNA feature that switches people automatically to unavailable the second they miss a call.