Automatically Set Agents’ Status to Away When a Chat Request Times Out
Previously, you could only set agents' status to Away automatically if they declined a chat, using the Auto Away on Decline feature. Now, in addition to the Auto Away on Decline feature, we added the ability to set agents' status to Away if they don't respond to a request within the time specified by the Push Time-Out setting.
This option applies only when agents are assigned to chat buttons or invitations that use push routing. This option isn't available if your organization uses Choice routing to route chats to your agents.
The Auto Away feature works only on chats that are routed through the Live Agent footer widget. It's not supported in the new Omni-Channel widget.
For more information on Push Time-Out, see Live Agent Configuration Settings.