Overview
We’ve introduced the Idle Reminder Timer in every agent’s Advanced Settings, allowing you to set the duration (1–20 sec, default 8 sec) that the agent waits before delivering a natural re-engagement prompt.
What is an Idle reminder timer?
The Idle Reminder Timer is a customizable delay that determines how long the agent remains silent before issuing a natural reminder message to re-engage the caller. It aids in:
1. Proactive Engagement: Prevents callers from going silent, minimizing dead air.
2. Improved Completion: Guides conversations back on track, enhancing success rates.
3. Better UX: Agents appear natural while prompting, improving customer experience.
2. Improved Completion: Guides conversations back on track, enhancing success rates.
3. Better UX: Agents appear natural while prompting, improving customer experience.
What’s New?
- Configurable Delay: Set the timer on the Agent Page → Advanced Settings, with options ranging from 1–20 seconds (default: 8 sec).
- Auto-Hangup: Calls will automatically end if the user remains silent for more than 15 seconds after the reminder.
Points to Note
• Available by default for all existing and new agents; no toggle needed.
• Configuration can be done on the Advanced Settings tab of each agent.
• The delay timer must be set between 1 and 20 seconds; the default is 8 seconds.
• A silence period exceeding 15 seconds post-reminder will trigger automatic call termination.
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article