Hello, my team has been running into a frustrating issue and we aren't sure what's really causing it or how we need to prevent this from happening. We pretty regularly notice that our chat widget is staying online for long periods of time, even when no agent is supposed to be available. We aren't even sure how it's coming up that way. We all have the idle time out set but it doesn't seem to always work. I use the Chat app as well and it has definitely also been set to Offline. Yet in the morning we realize that the chat was left on all night even though none of us even had our computers on.
So my questions are as follows:
1. Are there some further best practices for managing agent availability that we are missing?
2. Is there a sort of admin override where one agent can set another status to Offline, or set chat as unavailable?
3. Does the app's status directly relate to the desktop status? For instance if my Chat status is set to invisible can I assume my desktop will be set to offline as well?
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