Mark McKelvey

Another up-vote for this capability.  I agree with previous commenters that it isn't acceptable for a customer service organization to be unaware that the communication with the customer is failing.

If agents on a small team accidently leave themselves in "away" status for a long time, they can inadvertently keep customers waiting for a long time.  It would be desirable to have their status change from away to offline automatically after a time limit expires.

We have been having this same debate internally.  The team in Europe feels that we need a shorter time while the team in the US want it longer.  If we could control it by number, it would enable us to optimize.