ContactNow: Idle Notifications

Overview

Idle notifications are used to remind Agents that they are in Idle status. They can switch back to ContactNow and change their status back to Available so they can take another call.

Idle notifications are displayed to Agents as browser notifications they’ll appear even if ContactNow is minimized. They’ll also appear even if the Agent is looking at another tab in their browser. The notification will tell the Agent which status they are in and the repeat notifications will tell them how long they have been in that status.

Note: Agents won’t see any notifications if they have turned off notifications from their browser.

To turn Idle Notifications on hover over the Configuration Icon in the Navigation bar and select System Setup from the menu. Select the Agent Features tab and scroll down to the Idle Notification setting.

Turn the setting to On to enable Idle notifications for all agents. Then set the delay period before the first notification is displayed by selecting how many seconds or minutes to wait before the notification appears.

You also have the option to turn on Repeat Idle notifications so that Agents receive multiple notifications if they remain in Idle. Repeat notifications will continue to appear until the Agent changes their status and you can choose any number of minutes or seconds between each notification.

By default Idle notifications will appear for the standard Idle status. You can choose which custom Idle states trigger Idle notifications by selecting the Send Idle notification checkbox next to each custom Idle state.

Browser notifications must be enabled on the Agent’s browser so they can receive Idle notifications. The first time an Agent logs in to ContactNow after an Administrator has turned on Idle notifications the Agents will receive a prompt from their browser. Agents must give permission for notifications from ContactNow or they will not receive any notifications.

An example prompt from Google Chrome.

If the agent blocks notifications from ContactNow they must update their browser settings to allow notifications to appear. How to do this will vary depending on the browser they are using.

FAQs