Configuring CSR availability

This demonstration shows you how CSRs can mark themselves as temporarily unavailable when they step away from their workstation for a short duration.

Consider a scenario in which Myco, a telecommunication company, wants its CSRs to mark themselves as temporarily unavailable when they need a quick break or have mandatory meetings, so that customers can know the status of CSRs. This feature helps the company to keep queues open instead of just shutting down support for customers when CSRs have stepped away temporarily.

To implement the business scenario, log in to App Studio, and then click Control Panel > Engagement Channels > Messaging > CSR Availability > Start to configure temporarily unavailable status.

In the scenario, the company wants to keep their customers up to date about the status of CSRs by configuring the reasons as Quick break, and In a meeting for the CSR unavailability. So, click Add another to add those two reasons.

Let us keep the default time, i.e., 15 minutes. After the default time expires, if the CSR has still not returned, the status of the CSR becomes Unavailable automatically and remains unavailable until the CSR explicitly sets the status to available.

Now, log in to the Interaction Portal as a Customer Service Representative, and then click the Chat icon to make the agent available for the Billing and Technical queues.

Select the Temporarily unavailable option to make the agent temporarily unavailable for the reason, Quick break.

Select the Quick break option from the list.

You can observe that the color of the chat icon changes. The agent can mark himself as available within the defined time to remain in the temporarily available status. If not, the CSR's status becomes unavailable automatically.

You have reached the end of this demo. What did it show you?

• How CSRs can mark themselves as temporarily unavailable when they step away from their workstation for a short duration.

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