Whether going on a break or leaving the office for the day, sometimes agents can forget to click 'pause' in their agent panel or close the panel completely when leaving the computer. Since the system still counts them as active and includes them in the routing, this can lead to frequent "no answer" events, such as missed chats or calls.
Live Agent brings a great solution to these accidents with its 'Auto pause' feature.
How does it work?
Once this feature is enabled the system will pause any agent who doesn't answer a ringing chat or call within the time limit defined as the "Routing time" under Configuration->Chat/Call->Chat/Call settings. The chat or the call will then start ringing to another agent if there is one available or the customer will be presented with an option to leave an offline message.
When auto-pause is enabled, the agent will see the same screen as if they paused themselves - there will be a timer showing for how long they have been paused and ticket ID of the chat or call which caused the pause.
Being logged in as the owner or an admin in Live Agent navigate to Configuration - System - General. Here, you will find a small checkbox to switch the Auto pause on or off.