WideBot empowers your team to manage their online presence, ensuring optimal availability for customer inquiries. This guide explores the two available statuses - Online and Offline - and their impact on conversation assignments.
Understanding Agent Statuses:
Teammates have the option to set their status to either Online or Offline within the WideBot platform.
- Online: This indicates the teammate is actively working, available to receive new conversations, and ready to assist customers promptly. This is the recommended status for scheduled work hours.
- Offline: This signifies the teammate is temporarily unavailable due to various reasons like meetings, coaching, or short breaks. While offline, teammates can still access their assigned conversations within their inbox.
The effect of setting a teammate’s status to offline
When a teammate’s status is set to offline, both auto-assignment and workload capacity stop automatically assigning conversations to them.
- Auto-assignment ceases: WideBot's automatic assignment feature ensures efficient distribution of incoming inquiries. When a teammate is offline, the system stops assigning new conversations to them, preventing them from being overloaded while unavailable.
- Workload capacity becomes inactive: If the "Workload Capacity" feature is enabled, it also pauses assigning new conversations to offline teammates. This ensures they don't exceed their designated workload while unavailable, leading to a more balanced work environment.
Note: When offline, conversations are routed to the inbox under the "Unassigned" filter, where teammates can manually assign them to themselves.
Monitoring teammate status & capacity
Support managers can easily monitor the status of their teammates. This feature enables quick decision-making, especially during busy periods.
The real-time dashboard
In the analytics tab of the real-time dashboard, you can check how many teammates are currently active. This helps managers see if there are enough available agents to handle incoming conversations, especially when there are unassigned conversations.
In addition, you can see the current number of unassigned conversations, missed, and waiting times of all conversations that match the applied filter.