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12-11-2020 07:31 AM
Hi,
Is there a way to configure a time out in Agent Workspace where the Agent's Available status will automatically switch to offline?
We are just beginning to configure Advanced Work Assignment and Agent Workspace. I have noticed in my testing, when I set an Agent to Available and then exit the browser, the presence remains as Available. We made a custom configuration to auto-accept work on behalf of our Agents so there are no cards that pop up in the Inbox to Accept or Reject, so I can't use that configuration to automatically set someone to away or offline if they don't accept work.
I am curious if others have come across this and perhaps can give me some pointers.
Thank you,
Adam Robbins
Solved! Go to Solution.
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01-20-2021 02:44 PM
Hi Adam,
My setup is the same where we added a custom configuration to auto-accept work on behalf of the Agent (case channel). In my testing and experience, the system sets the user "Offline" within 2minutes of the Agent Workspace browser being closed. If this mechanism didnt work, it would be trouble for us.
Not sure what may be different for you but we're using Paris Patch 5 now, but also was working on our previous NY release.
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02-03-2021 02:14 PM
With configuration, can't be done afaik.
I'm sure you can script it using the Agent Presence API though.
