Presence is the amount of time your advisers are connected to the iAdvize solution. Availability corresponds to your status: you can be present but not available.
iAdvize uses intelligent presence detection that is triggered according to dynamic availability criteria. These criteria are different from the availability status criteria defined manually by the advisor or their manager. This article explains each of them.
1. Manual availability management
You can manually manage your availability using your status and logout buttons. More information in this article.
2. Conditions for intelligent presence detection
2.1 - The first criteria taken into account is the space available on the agent console for a new conversation:
- In chat mode, an agent can handle several simultaneous conversations (you can set the maximum number from the administration area).
- In calls, an agent can only handle one conversation at a time. They can receive calls if they have chat conversations open.
- In video, an agent can only handle one conversation at a time (they cannot receive chat, call or video conversations when a video conversation is open).
- In chat to video, an agent can only escalate one conversation at a time, but can escalate if there are open chat conversations.
2.2 - The second criteria is the detection of an agent's activity at their desk:
The criterion observed on the desktop is the existence of an open panel in the browser. An agent logging on to the console at the start of the day, for example, will remain logged on throughout the day as long as their tab is open. If he closes his tab, or his browser, he will immediately be considered ineligible to receive new conversations.
On mobile, activity is monitored using 2 criteria:
- Presence: the last time the agent connected to their iAdvize console from their mobile. By default, this time must be less than or equal to 5 hours. You can set it on request (from your iAdvize contact).
This information is provided to the agent in their mobile application:
- The agent's responsiveness on the mobile: once the agent has been detected as being present, the distribution rule will try to distribute the conversation to him or her. A push notification will then be sent to the mobile and the agent will have 30 seconds to select it and/or return to his or her console. This time is short, as the visitor is waiting for someone to answer.
If one of these criteria is not met, the distribution rule will consider the agent to be unavailable and will try again to distribute the conversation to another agent in the same distribution group (except for conversations coming from third-party channels: Whatsapp, Messenger, etc.).
2.3 - The third criterion is that the agent picks up the call in two cases:
In connected immediate or delayed callback (excluding disconnected DID) only:
When an agent receives a new conversation, they have 30 seconds to pick up, reject or ignore the call (you can set this duration from the iAdvize administration). If the agent declines the call or ignores it, the conversation is still distributed to them and they can continue by chat.
In [Beta] it is possible to activate automatic pick-up for agents on immediate or delayed callback.
When an agent receives a new conversation, they have 30 seconds to pick up, reject or ignore the call (you cannot set this duration from iAdvize administration).
If the agent rejects or ignores the call, the distribution rule will consider the agent as unavailable and will try again to distribute the conversation to another agent in the same distribution group. The agent's status will automatically change to unavailable on the video channel and a modal will prompt him/her to reconnect as soon as possible.