Manage Agent Idle Timing
  • 14 Apr 2022
  • 1 Minute To Read
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Manage Agent Idle Timing

  • PDF

REQUIRED USER ROLE
Administrator

Normally, Agents need to select an Away Reason when they need to step away from helping Customers. This could be for lunch or just a quick break.

If an Agent forgets to change their availability status by going Away, Gladly can automatically put the Agent in an idle state. You can choose to mark the Agent as Away, then automatically log them off after a certain amount of time.

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How idle activity is monitored

Activity is monitored using the mouse cursor's movement over the Gladly UI.

Manage Idle Timing

  1. Click the menu icon on the top left corner of the screen.
  2. Click Settings.
  3. Under the Agent Experience category, click Idle Timing.
  4. The Idle Timing page will allow you to configure the Idle Time value before an Agent's status is changed.
  5. Enter the value for the following fields:
    • Time Until Away – Time in minutes when an Agent will be automatically marked Away.
    • Time Until Logged Off – Time in minutes when an Agent will be automatically logged off.
  6. Click Save.
Tip - Idle time settings

Refrain from setting a very short idle time as it may disrupt Agent workflow while helping Customers. This may require a bit of trial and error until you find the time value that doesn't disrupt your Agents.

 If an Agent is automatically put on an Away state, upon their return, they will be asked to select a reason why they were away before they can click I'm Back.

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If an Agent is automatically logged out, they will need to log in again. Use the Agent Away Time report for additional insight regarding Agents and the Away status.


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