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Automatic Away Status



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 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 to enable this feature on your account


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