Default Agent Status in Desk

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Feature Release

This is the announcement for an upcoming ASAPP feature. Your ASAPP account team will provide a target release date and can direct you to more detailed information as needed.

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Overview

Administrators can configure a default status for agents for every time they log in.

Active status selected by default in the Status selection menu.

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Use and Impact

By default, when agents log in to the platform, they inherit the same status they had when they last logged out. This behavior often leads to downtime if the agents fail to update their status to an active state, creating backlogs in queues as there are fewer agents to allocate chats to than there should be.

This feature allows customers to set a default status, such as available, every time an agent logs in. Administrators can configure this default status for both Voice and Agent desks.

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How It Works

After enabling this feature, whenever an agent logs back into Voice or Agent Desk, their status is automatically changed to a configured default status.

Configuration

To automatically set a default status for agents when they log in, contact your ASAPP account team.

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FAQs

1. Would agents always get a default status even if I don’t configure one?

   No. If you don’t configure a default status, your agents will continue to have the same status they had when they last logged out.

2. Can I choose any default status? Yes. Although setting a default status of “active” would prevent possible delays in assigning messages from a queue, you can configure whatever status you need.