There will almost certainly be times when an agent leaves their desk without 'informing' the system that they are unavailable. In order to mitigate this problem there is a way to have the system check if an agent is available and to send the appropriate information to the rest of the system.
Note: This section deals with the underlying logic and timing of availability. To set visible 'flags' for availability, in order that your visitors and colleagues can see at a glance whether someone, or some team, is available or not, see Avatar Availability Bubble.
If the agent is not active for the number of seconds you set in the com.unblu.core.agentavailability.agentUnavailableTimeout configuration property, a dialog is generated asking the agent whether they are still active.
Then, if for com.unblu.core.agentavailability.unavailableCountdown seconds the user does not confirm the dialog, the system sets the agent automatically to 'unavailable' and displays another dialog explaining that the system has automatically set the agent to unavailable.
Agent is set to "available", AND
The following events will "reset" the timeout counter (i.e., avoid the Agent from being set to "unavailable"):
Agent starts or ends a session, OR
the queue changes from empty to at least one entry, or vice versa, OR
Agent changes their availability.
After a reset, the first set of conditions have to be met again in order for the timeout to occur again.
Note: Setting com.unblu.core.agentavailability.agentUnavailableTimeout to -1 disables the watcher timeout and thus 'automatic unavailability' as a whole. (In unblu, from 4.2, it is disabled by default.)
Last Visitor in Session
All Conversations display (in the Individual User Interface of the visitor) recipient avatars and the online availability states of the entities represented by those avatars. ('Entities' can be people or Teams or Named Areas or Accounts.)
The situation where all agents are gone and only one (or more) visitors are left is known as an 'isolated state'. During an isolated state the visitor can send a message but cannot start audio / video since there is no-one to reply.
For the agent(s) this means that they can check their inboxes for visitor communications and respond appropriately. Even if either party is 'away' (No 'bubble' indicating 'presence' displaying in their avatar) for extended periods of time, the Conversation persists and can even be enriched with offline messaging. When online, and available, All parties (visitor and recipients) can start where they left off, every time.
Upload and Co-browse Files
During a Conversation select the paper clip icon. The file manager will open.
From the file manager select the file(s) you wish to upload.
Hover over the file to select whether to co-browse , download , or to delete the document.
Switch Between Collaboration Layers