The Agent Status Toggle Control feature in Digital Connect allows Administrator to control whether agents can mark themselves as "Available" or "Away" directly within the chat window.
Administrators can now choose to display or hide the Agent Status Toggle (Available/Away) in the agent chat window.
- In your Digital Connect account, Click on Settings and navigate to Agent Chats.
- Enable or disable the Agent Status Toggle as needed.
Once the toggle is set to “hidden,” agents must re-login to the system to see the update, ensuring their access aligns with the admin's configuration.
How It Works
Toggle Visibility Control: When the Available/Away toggle is hidden from agents, they won’t be able to adjust their status manually. Instead, agents will default to Available status.
Re-login Requirement: To enforce the visibility change, agents must re-login after the admin adjusts the settings. This step ensures the feature update applies immediately to the agent’s chat window.
Scenarios
Agent Has Not Re-logged In:
If an admin has hidden the toggle but an agent hasn’t re-logged in, the agent can still switch to “Available” or “Away” as before. The system will only enforce the new setting after the agent completes a re-login.
Agent Has Re-logged In:
After re-logging in, the agent will operate under the updated settings. If the toggle is hidden, the agent won’t see the option to change their availability status and will default to Available status