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Automatic Away Status

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The Automatic Away feature sets agents to the "Away" status after a set number of consecutive  missed or rejected calls.

Automatic Away can act as a safety net for the times agents accidentally forget to update their statuses. 

For example, you can set an agent's status to be automatically switched to “Away” after they miss or reject two calls in a row: 

  1. A call rings an agent.
  2. The agent doesn’t pick up or rejects the call.
  3. The call returns to the waiting queue and the agent incurs one unanswered call.
  4. The same or a different call rings the agent.
  5. The agent doesn’t pick up or rejects the call. 
  6. The call returns to the waiting queue and the agent incurs their second unanswered call. 
  7. Subsequently, the agent’s status is automatically changed to “Away”.

Auto_away.png

Note: When an agent picks up a call that rings multiple agents, the agents who do not answer don't incur an unanswered call. This counter is also reset for the agent who took the call and every time an agent changes his/her status.

Follow these steps to configure Automatic Away.

automatic_away_status_1___5.png

  1. Log into your Talkdesk account as an Administrator.
  2. Click the Admin [1] section.
  3. Select the Preferences [2] tab.
  4. Scroll down to “Routing Settings” [3].
  5. Click the drop-down list [4] next to “Automatic Away” and select the number of calls agents can fail to take.
  6. Click Save [5] to finalize your changes.
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