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Automatic Away Status

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The Automatic Away feature allows call center managers to set a limit on the number of consecutive call attempts agents can fail to take or reject before they are automatically set to "Away" status: 

Auto away can act as a safety net for the times they accidentally forget to update their statuses. 

Note: Auto Away is not available in the Callbar by default. Please email support@talkdesk.com to enable this feature for Callbar users. Agents must be in widget mode, and this will trigger on missed and rejected calls.

Example: You can set agents status to be automatically switched to 'Away' after they fail to take or reject a call two times in a row. E.g. call rings agent, agent does not pick or rejects the call, call goes to the waiting queue; call rings agent again, agent does not take or rejects the call, call goes to the waiting queue again and the agent status is automatically changed to away:

To automatically change a status to Away for any agent that fails to take a specified number of calls in sequence, follow these steps:

  • Log into your Talkdesk account as an Administrator.
  • Click the "Admin" section at the top of the page [1].
  • Select the "Preferences" tab [2].
  • Scroll down to ‘Routing Settings’ [3].
  • Select the number of attempted calls agents can fail to take before their status is changed to Away from the drop-down menu next to ‘Automatic Away’ [4].
  • Save [5] your changes.
  • If you are using the Callbar, you must also email support@talkdesk.com to enable this feature on your account

 

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