Idle Timers

Note: This feature is available upon request. Talk to your Customer Success Manager about enabling this feature for your org.

In DialSource Denali, idle time refers to the amount of time an agent has been idle in a call queue. This allows agents in call queues to answer incoming calls in a round-robin fashion. When the number of callers exceed the number of agents, callers wait on hold until an agent becomes available to answer the call. When the number of available agents exceed the number of callers, the agent with the longest idle time will receive the call. As a general rule of thumb, the agent with the longest idle time will always be first in line to get a call from a call queue.

Conditions

In order for idle timers to start accruing time, there are certain conditions that have to be met. These conditions apply to all idle timer configurations:

• Idle timers only start accruing once the agent opens Denali and has Inbound Ready enabled. Being either connected or disconnected to a telephony A leg does not affect an agent’s idle time.
• Idle time is reset to 0 and paused once an agent accepts an inbound call.
• To start accruing idle time after being on a call, agents have to end the call and disposition the call in order to again begins accruing idle time.
• If an agent closes Denali with Inbound Ready still enabled, their idle time will continue to accrue.
• If an agent disables Inbound Ready and then closes Denali, their idle time will reset to 0.
• If an agent reaches their maximum number of strikes, their idle time will reset to 0, Inbound Ready will be disabled and Denali will be closed.

Idle Timer Configurations

Note: Any idle timer configurations, other than the Default, need to be configured by DialSource. Please contact your Customer Success Manager with your desired configurations and we'd be happy to enable them for you.

There are several options that can be configured for resetting an agent’s idle time. Idle timers can be configured to be reset for inbound calls only or reset for both inbound and outbound calls. In addition, idle timers can be configured to either reset for all queues or reset for specific queues.

1. Reset idle timers for inbound calls

By default, idle timers are reset by accepting an inbound call. If an agent makes an outbound call, their idle time continues to accrue.

Configurations for inbound calls

2. Reset idle timers for outbound calls

In addition to having idle timers reset for inbound calls, customers can choose to have outbound calls reset idle times. This will reset an agent’s idle time for both inbound and outbound calls.

Configurations for inbound and outbound calls

3. Reset idle time for all queues

By default, agents will be configured to have their idle time reset for all queues. Once they accept an inbound call in a queue, their idle time will reset in all queues they are in.

Configurations for all queues

4. Reset idle time for specific queues

Customers can choose to configure idle timers to reset for specific queues instead of all queues. Once an agent accepts an inbound call from a queue, their idle time will only reset for the queue that from which they accepted a call, while their idle time in other queues will continue to accrue. This will make agents available in other queues while they are on a call.

Configuration for specific queues

Call Waiting Considerations

If call waiting is enabled, we recommend configuring idle timers to reset for specific queues. If call waiting is enabled with idle timers configured for all queues, agents that seem to be at the bottom of queues could receive call waiting calls, simply because of their position in a different queue. In addition, if an agent has multiple active calls, all calls must be completed and dispositioned before idle times begin to accrue.

For choosing idle timer configurations, we would recommend choosing the configurations that would best serve your business needs. Please discuss your preferred configurations with your Customer Success Manager or contact us at support@dialsource.com for any further questions.