Alert when agent goes offline when there is no agents available

[Lynda1]

I do not think this is possible but asking just in case.

When an agent goes offline and there is no one else available in the queue, is there a way to send an alert to the agent going offline?

[SwarnadeepNandy]

Hi Lynda,

There is a system property called glide.chat.agent.offline.alert that controls whether to send an alert to the agent going offline. The alert informs the agent that there are still active chats in the queue and asks the agent to confirm the offline status. The default value of this property is true, which means that the alert is enabled by default.

However, this alert only works if the agent goes offline manually by clicking the offline button. If the agent goes offline automatically due to inactivity or network issues, the alert will not be triggered. In that case, you may need to create a custom script or a notification rule that monitors the agent’s online status and sends an alert accordingly.

Kind Regards,

Swarnadeep Nandy

[Lynda1]

I do not see that property and confirmed with the Tech's that they do not receive an alert.

[ldave]

We don't have this property... I'd like to expand the original question, other than an alert is there a possibility to re-route (automatically) the interaction that has been assigned to an agent when he was online, not taken by the agent, and then the agent went offline?

Currently it remains there.