Agent statuses play an important role in optimizing resource utilization, improving customer satisfaction, and streamlining operations in chat support and contact center environments.
Agents in giosg can be assigned one of five statuses, three of which are automatically determined based on the agent's actions and cannot be manually changed.
- Online: Agents are actively engaged with Visitors when in this state.
- In a Chat: Automatically updates based on the number of ongoing Visitor chats.
- In a Call: Automatically updates when the Agent is in a virtual or telephony call with a Visitor.
- Away: Automatically changes if the Agent is inactive in the giosg tab for 2 minutes. Agents are still considered "Online" and will receive Visitor requests.
- Offline: Indicates that the Agent is no longer available to serve Visitors.
A new banner will prompt Agents to "Go online" in three scenarios:
- When the agent is logged in but offline.
- When the agent goes online and then offline.
- When the agent opens a new tab while offline.
If the Agent chooses to postpone the prompt by clicking "Not now" the banner will reappear after 15 minutes.
Finally, Agents status is automatically be set to “Offline” after their service hours. While the Agents are “Offline”, they can see the amount of Visitors waiting, but they can only take those requests after they changed their status to "Online".
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5-Minute Warning: A pop-up will notify the agent 5 minutes before status change.
Agent Options:
- Confirm they've seen the message and continue working for the next 5 minutes, or until they're set to offline. Ongoing chats won't be terminated..
- Extend online time by:
- 15 more minutes, or
- Staying online altogether. This option also has an automatic deadline of midnight, when the agents who extended online time will be automatically set to offline.
Notes
- Service hours need to be correctly set for the statuses to behave correctly.
- If an Agent is part of one Room with defined service hours and another Room without service hours, they will not receive notifications.
- If an Agent is part of one more than 1 Room with different service hours, the Room with the longer service hours will dictate whether this notification is triggered.
- This feature applies exclusively to Agents and does not impact Managers.