Automatic Away Status for Agent Inactivity

Overview

This feature adds a configurable option to automatically set an agent’s status to Away when the configured Agent Inactivity Wait Time is breached after a conversation becomes overdue. This prevents inactive agents from receiving new interactions and ensures accurate routing.

Functionality

When enabled, the system will:

• Automatically set the agent’s status to Away if the Agent Inactivity Wait Time is breached after a conversation becomes overdue.
• Prevent the agent from receiving new interactions.
• Display the updated Away status in the Supervisor dashboard.
• Apply existing routing rules for agents with Away status.

When disabled, the system will maintain current behavior, leaving the agent’s status unchanged when the inactivity timer is breached.

Configuration

1. Go to Contact Center AI > Settings > System Settings > Automatic Away Status for Agent Inactivity.
   

2. Turn on the toggle to enable Automatic Away Status for Agent Inactivity.
   

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