The Agent Availability controls are placed at the top right of the AIM view
Click on the Agent Availability selector and select a status:
| Status | Explanation | Typical Response Text for Transfer Request |
|---|---|---|
| AF | Indicates that you are available and focussing on monitoring and replying to jabberBrain chats. |
Very likely you have the browser tab with AIM in focus and ready to jump in and help customers as soon as they need help. | I have notified my human colleagues. Someone should be with you shortly. | | ANF | Indicates that you are available to help customers but you are not 100% focussed on this.
You have a browser tab with AIM open, but perhaps not in focus and you are likely working with other tasks at the same time.
The audio and visual tab alerts will let you know when there is a new transfer request or a new chat. | I added a transfer alert to this chat. My colleagues is just finishing another task but should be with you in a few minutes. | | NA | You are logged in to AIM, but you do not want to / are not able to accept transfer requests.
Note that you are still able to monitor chats, interject messages and also take over chats if needed. | I have added a request for my human colleagues to help you.
However, there is unfortunately nobody available at this moment, but someone will help you when they are back in the office. (Our support hours are [YOUR SUPPORT HOURS] |
The status of the “most available” Agent will be used by jabberBrain when a transfer request is made, in order to manage customer expectations.