Similar to Chat, you can automatically set an agent to Away or Invisible after a period of inactivity. This is useful if some of your agents forget to update their status before leaving for the day.
Playlist setup > Round-robin > Settings
Simply toggle on Automatic idle, specify an Idle timeout (in minutes), select an Idle status, and Save. Playlist will periodically check for idle agents based on the last_seen_at timestamp of your users' Zendesk Support sessions.
The agent will be automatically set to Away/Invisible if they are either:
- Online but have no active sessions or
- Online and have a session that has been idle for more time than the specified Idle timeout
Agents will also receive a notification when they are set to Away or Invisible due to inactivity.