Administrator Settings
The following settings should be considered when contact center administrators are configuring the Mobile app.
Exit No Answer State
Agents in the Ready state who do not accept service interactions are automatically switched to the Not Ready state with the reason No Answer. In the desktop world, this is a fairly rare situation, and the agents would see that they are in the Not Ready - No Answer state as soon as they look at the screen. So, the desktop agents would normally exit this state manually. In the mobile world, on the one hand, the probability of No Answer situations sharply increases and, on the other hand, the agents are more likely to remain unaware of being in the Not Ready - No Answer state unless they check their smartphone.
Thus for mobile agents, the new Exit No Answer State settings allow you to automatically return Mobile app users to the Ready state after a configurable timeout. To prevent constant transitions in and out of the No Answer state (e.g., when a smartphone is misplaced or left unattended), there is an additional option to log the user out automatically after a configured number of No Answer transitions.These options are set via the Contact Center Administrator application, section Call Center Configuration > General Settings and by default are enabled for agents logged in on the Mobile app.
If you prefer that your mobile agents remain in the Not Ready - No Answer state until they exit it manually you can disable the automatic exit option.