Symptoms
An agent isn't automatically set as Not Ready although they haven't accepted allocated conversations from a queue.
Prerequisites
You must have rights to modify the specific queue and the user settings template.
Solution
You need to define the following settings:
| Setting | Location | Read more |
| Activate Not-Ready Status After No Response | Queue Management > Queues > [Select the queue] > Client Settings | |
| Timeout for Contacts to be Picked or Rejected | Queue Management > Queues > [Select the queue] > Contact Management |
Queue's Contact Management Settings (cloud) Queue's Contact Management Settings (FP19)
Community post: Changing how long a conversation is offered in Communication Panel.
Note: This setting is found for both the channel and queue. However, when using automatic Not Ready status, the queue-level value must be defined and must be less than the one defined for the channel. |
| Number of Offerings Before Activating Not Ready | User and Role Management > User Settings Template > [Select the template] > Communication Panel Settings |
