In this scenario agent's status on Omni Channel is available as the person is not away - a feature to inform customer that agents isnt available after 2 mins (other defined threshold) without changing agent status to away or busy should be added.
Comments
Hello Jonathon Nelson,Has this feature been implemented?
Category: Live Chat
Agreed. We have scenarios where, for example, all agents may be at lunch. They are all busy. It is too small a scenario to use Operating Hours. Currently customer would wait up to 1 hour for agents to return and be available and there is no way to indicate a special message that they should just create a case instead.
Category: Live Chat
Administrator on 1/29/2024 4:37:40 PM
This feedback is being considered as a future enhancement to our overflow capabilities. Thank you for the details, and we will keep you posted as progress is made.
Jonathon Nelson
Product Manager, Microsoft