Inactive Agent June 18, 2024 15:53 Updated Index: Purpose of the Inactive Agent feature Required permissions How the Inactive Attendant feature works How the agent's inactivity time is counted How to configure the Inactive Agent feature Additional articles: Purpose of the Inactive Agent feature Providing correct, simple, and quick answers to all customers' inquiries is a significant challenge for any company. In some cases, the speed at which a response is provided can mean success or failure in customer service. The Inactive Agent feature was created to give visibility to the agent when they have been inactive for too long without responding to any customer in their queue. Thus, the system helps them prioritize simultaneous attendances, ensuring that no customer waits too long for a response, thereby improving the average response time. The recent improvement of this feature allows the manager to configure up to 3 alert cycles to assist the agent in this prioritization. Required permissions To be able to configure the maximum response time alert for the attendant, the following permissions are required in the system: For the portal, the permission required is: Helpdesk > View and edit How the Inactive Attendant feature works After the defined time in the inactive agent configuration elapses, the system will alert the agent by displaying a colored dot next to the ticket, indicating that the customer has been waiting for a response longer than they should. Depending on the number of cycles, ranging from 1 to 3 cycles, the dot will change color in the following order: Gray for the first cycle Yellow for the second cycle Red for the third cycle Each cycle represents that the customer has been waiting for X amount of time. So, if the manager configures three cycles, each one with 5 minutes, the colors will represent: Gray for customers waiting for 5 minutes Yellow for customers waiting for 10 minutes Red for customers waiting for 15 minutes This way, the agent will have a visual alert showing which customers have been waiting the longest for a response and can prioritize accordingly. How the agent's inactivity time is counted After the customer sends a message to the agent, the counting begins, and when the time limit is reached, the alert is displayed on the ticket. Once the agent sends a response, the system will stop and reset the counting, and it will also remove the alert from the ticket. When the customer sends another message, the counting restarts, and this cycle repeats until the service is completed. How to configure the Inactive Agent feature To set up the inactive agent feature, follow the steps below: Access your portal at https://portal.blip.ai/application; Select the company where your chatbot(s) is/are located; Next, choose the chatbot for which you want to configure; Then access the "Support" menu; And then the general settings menu; Go to the section "Inactive Agent" and enable the switch to activate the feature and display the settings for this section. Set the number of cycles, ranging from 1 to 3. An example of how the cycles behave will be displayed in the configuration as the number of cycles is changed; Then define the time for each cycle to display the alert. You must fill in with an integer greater than ZERO and then select the unit of measurement, which can be seconds, minutes, hours, or days; Then simply click save, and you're done. The inactive agent feature is configured and ready to use. Additional articles: Automatic closure due to client inactivity Maximum client response time alert For more information, visit the discussion on the subject in our community or the videos on our channel. 😃 Related articles Service monitoring Automatic Closure due to Client Inactivity Maximum Response Time Alert for the Attendant Agent Desk Inactivity Sending WhatsApp Active Messages on Blip Desk