How to lower the system wait time for the System to consider that an Agent is offline?
According to the official documentation, "the system waits 2.5 minutes, after which the agent is considered inactive and is marked as offline when the agent performs any of the following actions".
Is it possible to customize this time, e.g., wait 1min instead of 2.5min?
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Track agent script usage
Need a way to track the usage of agent script:
1) Need information including: country, supervisor, agent, week, day, time, usage number,
2) Assign agent script with more than one language (currently can only assign one language to the agent)
Agent Script for Manual session
How can I configure Agent script for Manual session? Scenario: We would like to migrate from USD app to Omni channel web and customers are served by desk phone. There is no channel integration on Omni.
Agent Script - Run Java script
Can I run Java script using Agent scripts on Omni channel web.
Adding it to the backlog.
Agent Script - Text Type- evaluate expression
Can expression be evaluated on Text type agent script as shown below. Expression({CaseType}=="CreditCard" ? "Credit Card related info" : "Other Info").
Action in Macro to send messages
In marcos (and therefore agent scripts) I would like to be able to add actions that send messages to customers. (On whatever channel is being used.) This would save the agents having to type messages. Just one example would be ... after a case is created for the macro to send a message saying "...