Agent Availability
You will be able to define the availability of agents in-order to ensure that the agents are available to speak with the visitors as per the request i.e. defining the time or day
Below are few of the parameters that you can configure to define the availability of the agents in WotNot;
- Human Handover Switch: Turning this switch on, the system will continue to transfer the conversations to agents wherever the Human Handover action block is used If it is turned off, even though you have used the Human Handover action block, the action will not take place This will only work if you have created the Team in WotNot and have used the Human Handover action block in the bot flow
- Unassigned Conversation: Makes sure that the conversation is still available in the 'Unassigned' queue so that when the agents become available, they can take over the conversation. Unchecking this setting will ensure that the conversation is closed if the Human Handover fails due to the unavailability of the team
- Operational Hours: You can define the operational hours of the agents. This will be ensuring that the Human Handover is working only on the selected day & time
- Days: You will be able to select the days i.e Monday, Tuesday etc.. when the agents will be available to speak with the visitors Human Handover will fail if any visitor request to speak with the agent outside the selected / operated days
- Time: You can select the time frame i.e for instance user can select the time from 8:00 AM to 6:00 PM when the agents will be available to speak with the visitors Human Handover will fail if any visitor request to speak with the agent outside operational hours
Last modified 10d ago