One reason agents may miss chats
is because of their Auto-Away setting.
This feature will automatically put agents in away-mode after a default idle
time of five (5) minutes. The Velaro
Agent Desktop does this to insure if agents step away, take a call, or are
otherwise preoccupied, they are not being sent chats. However, you can
set the auto-away to zero (0). This
means agents will never be automatically set to away. Then the agents can manually set their away
status in the drop down of the Velaro Agent Desktop.
Here are the steps your agents
need to take inside the Velaro Agent Desktop:
Tools > Options > Autos
(middle of screen): Open up the Autos display (click the + sign)
Look for:
Auto-away after:
Make sure it is set to 0 minutes
(default is usually 5 minutes.) Hit apply, and then OK.
Conversely, if you want to ensure your auto away is set, please place in the appropriate time in minutes.