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When is an agent's Idle Timer reset in Virtual Contact Center?
8x8 Support Knowledge Base

When is an agent's Idle Timer reset in Virtual Contact Center?

An agent's idle timer is reset each time the agent ends Post Processing on an interaction that was accepted as a result of:

  • Inbound Call via an Inbound Voice Queue
  • Inbound Voicemail Call via an Inbound Voicemail Queue
  • IVR Callback call via an Outbound Queue
  • Web Callback call via an Outbound Queue
  • Campaign call via an Outbound Queue
  • Inbound Chat via an Inbound Chat Queue
  • Inbound Email via an Inbound Email Queue

An agent's idle timer is not reset by:

  • Accepting Direct-to-Agent Calls
  • Dialing Agent-to-Agent Calls
  • Dialing a manual outbound call (even if it makes the agent busy using an OPC Queue)
  • Making a Click-to-Dial outbound call
  • Agent-to-Agent Chat
  • Changing between logged in states: Available / Working Offline / On Break
  • Login or Logout

When there are multiple agents available with the same queue and skill level assignment waiting to receive the next interaction, Virtual Contact Center will route the call to the agent who has been idle the longest.

 

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