MindBehind Live: Agent Timeout

Agent Timeout is a feature created to enhance customer experience and improve agents' performance. It allows transferring a conversation assigned to an agent to another agent if the assigned agent fails to respond to the customer's last message within the specified time.

In this guide, you will learn about how to set the Agent Timeout and how the Agent Timeout feature works.

Set the Agent Timeout

To set the Agent Timeout, follow the steps below:

1. Navigate to MindBehind Live > Company > Departments > Select Department. 
2. You can adjust the Agent Timeout Reminder (in seconds) and Agent Timeout (in seconds) fields to specify the time for sending a reminder notification and the time for transferring the conversation to another agent, respectively. 

• Agent Timeout Reminder (in seconds): Fill in this field in seconds, and it only accepts a minimum of 90 seconds (1.5 minutes) and a maximum of 84570 seconds. It must be at least 30 seconds less than the Agent Timeout.
• Agent Timeout duration (in seconds): Fill in this field in seconds, and it only accepts a minimum of 120 seconds (2 minutes) and a maximum of 84600 seconds (23.5 hours).

How does the Agent Timeout work?

The timers for the specified durations start when a new conversation is assigned to an agent, or a customer sends a message.

• If the customer representative fails to respond within the Agent Timeout Reminder duration, a notification is sent to the customer representative via Google Chrome. 
• If the customer representative still does not respond within the Agent Timeout duration, a notification is sent to the customer representative via Google Chrome, and the conversation is transferred to another customer representative.