What is Agent Timeout and How to Use It
What is Agent Timeout?
"Agent Timeout" is a feature created to enhance customer experience and improve the performance of agents. It allows the transfer of a conversation assigned to an agent to another agent if the assigned agent fails to respond to the last message sent by the customer within the specified time.
How to Set Agent Timeout
To set the Agent Timeout, go to the Live application and navigate to Company → Departments → Select Department.
You can adjust the "Agent Timeout Reminder" (in seconds) and "Agent Timeout" (in seconds) fields to specify the time for sending a reminder notification and the time for transferring the conversation to another agent, respectively.
Agent Timeout (in seconds): This field should be filled in seconds and accepts minimum 120 seconds (2 minutes) and maximum 84600 seconds (23.5 hours).
Agent Timeout Reminder (in seconds): This field should be filled in seconds and accepts minimum 90 seconds (1.5 minutes) and maximum 84570 seconds. It must be at least 30 seconds less than the Agent Timeout.
How Does Agent Timeout Work?
The timers for the specified durations start when a new conversation is assigned to an agent or when a customer sends a message.
If the customer representative fails to respond within the Agent Timeout Reminder duration, a notification is sent to the customer representative via Google Chrome.
If the customer representative still does not respond within the Agent Timeout duration, a notification is sent to the customer representative via Google Chrome, and the conversation is transferred to another customer representative.
Important Considerations for Using Agent Timeout
- Agents should log out of the system at the end of their shift.
- In case of internet disconnection or PC shutdown, the agents do not switch to an offline status, so they need to reconnect and set their status to offline or busy again.
- When a conversation is handed over to the department after the "Agent Timeout" duration, if the said department has other conversations in its queue, it will be assigned to the same agent since there will be no other available agents.
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