Issues with offline agents/availability

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3 댓글

  • Ramin Shokrizadeh
    댓글 작업 고유 링크

    Hi there Dylan,

    Thanks for sharing information on an issue you are experiencing.

    Based on your description, the culprit is the mobile apps not being logged out before the operating hours schedule ends. Currently, the operating hours logic is only available in the Chat dashboard and not available via the APIs or the mobile apps. This is something we are exploring on solving but it is a big project and there is no definite timeline at this point in time.

    My recommendation would be to ensure you and your agents logout of the app (needs to be an explicit logout, not just closing the app) before operating hours end.

    In Q1 2019, we will be offering the ability for admins to change the status of the agent via the UI and APIs. 

    -Ramin

     

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  • Christian Hudson
    댓글 작업 고유 링크
    In Q1 2019, we will be offering the ability for admins to change the status of the agent via the UI and APIs.

    Did that happen or is it still in the pipeline?

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  • Ramin Shokrizadeh
    댓글 작업 고유 링크

    Christian Hudson Unfortunately, the work got deprioritized and we never released the feature. We are in the process of revisiting this problem in a more cross-channel manner and not just for chat. We don't have any information to share right now but will keep you posted when we do have something tangible. 

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