Agents that remain in a certain state* longer than the configurable limit can be automatically logged out of CX Route.

*These instructions do not include modifications to Break or Offline statuses. Those are configurable separately and discussed in section 3 of this article.

1. Configuring the Pause Codes

Agent Status Pause Codes are defined in CX Route for each cluster. In order to enable the auto-logoff feature, the selected pause codes must be edited individually.

To access the pause codes:

Click Administrator in the left-hand navigation bar to expand the options
Click Agent Status Pause Codes
Click the # of the pause code you wish to edit
Modify the following fields
- Warning Seconds: the number of seconds after the agent enters the selected state that the agent (and supervisor if allowed) will receive a "Keep Moving" warning
- Warning - Supervisor Notification: [defaults to No] If Yes, will also send a warning message to the supervisor in addition to the agent
- Auto Log Off Seconds: the number of seconds after the agent enters the selected state that the agent will be logged off of CX Route

What about when agents are on a call or in a chat?
Agents that are in any busy status will not be logged off. They will only be subjected to auto-logoffs once they change to a non-busy (break or offline) status.

Busy statuses include:

Manual Dial
Connecting
In Chat
Chat [External]
In Call

2. Auto-Logout Exceptions

Auto-Logout exceptions are not required, but highly suggested. The most common use case would be the Supervisors group, which can/should remain logged in for extended periods of time, given that they will not always be in an active status.

To create an exception:

Create the ACE
- Click Administrator / Access Control Entries
- Click New Entry

Always double check before creating a new entry!
Search the existing ACEs to make sure nothing similar already exists.

On the Entry Details tab:
- Description: Agent Auto Signout Overrride
- Type: Permission
- Option: noautosignout
- Ordinal Position [leave blank]
- Suspended: No
- Click Update to save the ACE

Create the ACL
- Click Administrator/ Access Control List
- Click New List
- Set the following List details (the other options are not related)
  - Access Control Entry: select the ACE that you created in the previous step
  - Group Subject: select Supervisors (or any group you wish to exclude)
- Click Update to save the ACL

3. System Status Adjustments

Certain agent states can not be configured for auto-logoff using the above method, but can be set by a configuration change on the backend.

Offline
Break (agent does not select a pause code, only clicks Break)
To make changes to these settings, a Service Desk request must be made to Prod Support for a change to the CX Route database.

In Disposition (Wrapping Up):

An exception to the above system states, along with the pause codes, is the In-Dispo status that and agent will enter into after a call. This is configured as part of the campaign setup.

In Programs\ Campaign:

Dispositioning tab
- Disposition Warning Threshold: similar to "Warning Seconds"
- Maximum Disposition Threshold: similar to "Auto Log Off Seconds"
- Maximum Disposition Code: for reporting in CX Explore

4. Identify Supervisor Message Recipients

Any time an agent logs on or off (manually or automatically), their supervisor receives a pop-up message. In addition to that, any time an agent receives an auto-logoff warning, a CX Route pop-up message will be sent to them and to their supervisor (if allowed, see section 1). This could create a lot of incoming messages for supervisors so to cut down on the number of pop-ups, the messages are sent only to supervisors who are part of the Supervisor Message Bubbles group. Add/Remove this group to/from selected supervisors in Agent Management.

*This step is optional. All auto-logoff warnings are still sent to the agent.

If this group does not exist, it can be created in Administrator / User Groups with the following settings:

SingleComm Service Desk

Setting Auto-Logout for Agents