Configuring idle timeout for agents
A limit can be set to determine how long an agent can remain inactive before their availability automatically changes to offline. Inactivity is defined when there is no interaction with the application, keystrokes or mouse movements. If no activity is detected within the specified time, the system automatically marks the agent offline.
This prevents tickets from being assigned to agents who are offline. It also provides accurate data on agent availability, helping improve response time and overall efficiency. For instance, if Agent A steps away from their desk for a break, and the timer reaches 15 minutes of inactivity (as per the configuration), their status switches to Offline. Until the agent is active no tickets will be assigned.
Setting idle timeout allows businesses to:
- Assign tickets based on agent availability : Automatically changing an agent's status to Offline ensures that new tickets or customer inquiries are assigned to agents who are active online and available to respond promptly. This minimizes the chances of tickets remaining unattended due to agents being away from their desks.
- Better work management: The idle timer helps agents handle tickets according to their work schedule. When agents are on a break or leave, they are marked unavailable, so they don’t have to work on tickets.
Availability
PermissionUsers with Administratrative permission can set idle timeout for agents. Agents with Manage General Settings permission in their profile can set idle timeout.
Check Feature Availability and Limits
Note: Idle timeout setting is applicable to all agents across organization. To configure idle timeout
- Go to Setup > Customization > General Settings.
- Toggle Idle Timeout
- Select the minutes agents should be idle before their status changes. The default value is 5 minutes.
- Click Save.
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