Looking for clear understanding of present and available in freemium contact center. More specifically, if agents are engaged on a call and not available, would this remove callers from the queue if Remove callers when queue has no agents is set to remove callers? It seems in Allow new callers into empty queue an agent can be not available (on a call) but still be present so that new callers would be allowed into the queue. How is Remove callers when queue has no agents designed to work? Are callers removed if agents are present and logged into the queue even though they are not available because they are on another call?
Here is the wording for reference-From Admin Portal:
Allow new callers into empty queue
This setting controls how new callers are handled when no agents are available in the queue.
Reject when no agents present
Remove callers when queue has no agents
This setting controls how existing callers are handled when no agents are available in the queue.
Solved! Go to Solution.
Hi @Mike7729 welcome to the GoTo Community.
We appreciate your input here, this has been shared with the team. Please note improvements are coming to create a more cohesive experience around the GoTo Connect presence and Contact Center availability.
Regarding your questions, our team gave the following input:
Hi @Mike7729 welcome to the GoTo Community.
We appreciate your input here, this has been shared with the team. Please note improvements are coming to create a more cohesive experience around the GoTo Connect presence and Contact Center availability.
Regarding your questions, our team gave the following input: