Configure Force Agent Available

The Force Agent Available feature turns the agent available toggle On by default. The feature can be used to reduce the amount of time spent in the idle status.

To configure the Force Agent Available feature, navigate to System setup from the Configuration menu and proceed to the Global agent options tab.

The Force Agent Available option will be found on the fifth section of Global Agent Option. Select Yes or No and proceed to save the changes applied.

If the Force Agent Available is set to Yes, the setting will take effect after dispositioning their first call: the toggle will place the agent in Available status. This will continue to happen until either the toggle is switched to No or the agent logs out.

If the Force Agent Available is set to No, the status of the agent can only be controlled manually by the agent unless the feature is used in conjunction with Idle Timer.

The Force Agent Available option is available on contact centre level.

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