Availability of agents for Human Handover

Users are 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 they will be available.

Parameters to define availability of agents: 

Below are few parameters that user can configure to define the availability of agents; 

Human Handover Switch: Turning this switch on, the system will continue to transfer 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.

However this will only work if the user has created the team members in the system and have used human handover block in the 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 unavailability of the team

Operational Hours: Users can define the operational hours of the agents. This will be ensuring that Human Handover is working only on the selected day & time frame

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  * Days: The user 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 selected / operated days

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  * Time: The user can select the time frame i.e for instance user can select 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