Freemium Contact Center - What is the difference between an agent present & agent available
Looking for clear understanding of present and available in freemium contact center. More specifically, if agents are engaged on a call and not available, would this remove callers from the queue if Remove callers when queue has no agents is set to remove callers? It seems in Allow new callers into empty queue an agent can be not available (on a call) but still be present so that new callers would be allowed into the queue. How is Remove callers when queue has no agents designed to work? Are callers removed if agents are present and logged into the queue even though they are not available because they are on another call?
Here is the wording for reference-From Admin Portal:
Allow new callers into empty queue
This setting controls how new callers are handled when no agents are available in the queue.
Reject when no agents present
Remove callers when queue has no agents
This setting controls how existing callers are handled when no agents are available in the queue.
Hi Mike7729 welcome to the GoTo Community.
We appreciate your input here, this has been shared with the team. Please note improvements are coming to create a more cohesive experience around the GoTo Connect presence and Contact Center availability.
Regarding your questions, our team gave the following input:
- If all agents are Logged out of a given queue, then it's considered as "no agents" on the queue and would cause the system to evict callers from the queue (with the setting activated). The idea here is that the queue is completely unstaffed, so it doesn't make sense to allow callers on the queue.
- The remove callers is controlled only by the logged in status on individual queues. If an agent is in any status other than logged-out they count since they could help if they change their status, i.e. we know they are present on contact center. So what you are observing is correct and working as intended.
- Continuing to follow this logic, if an agent is on a call and even chooses DND, this would not remove callers from queue. The one agent on a call still "counts" so this is not a situation with "no agents."
- And finally, no agents would be present in a scenario where agents are logged into GoTo Connect only, because they could be using GoTo for general business communication but not intending to do any contact center work on queues.
