The agent has to set the availability for messaging manually to "online". Is there the possibility to set them on status "online" as a standard? They can set the status to unavailble afterwards.
Thanks in advance for your answers.
Regards, Stephan
Agents standard availabilty set to "online"
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I appreciate you sharing your insights on the matter of agent availability and status indicators.
Your suggestion is indeed valuable. However, one potential issue that comes to mind is that, if agents don't remember to switch their status to invisible upon logging in, the system might automatically signal them as available. This could lead to misunderstandings, particularly if the agents or admins simply want to make minor adjustments to the dashboard or check who's present without intending to signal readiness for interactions. Moreover, in businesses where chat routing happens automatically, especially those with high volumes of traffic, agents could receive chat assignments immediately upon login.
It appears that the initial invisible status is designed to give agents the opportunity to indicate when they are genuinely prepared to engage. Nonetheless, we are keen to understand your specific business needs to consider how we might refine this feature. Your perspective is incredibly valuable, and we are always open to learning and receiving feedback from you.