When I come back from my breaks I often forget to turn off away mode if I have clients returning, because when you set yourself to away mode there’s no banner to make it clear, and I have ADHD so I forget things almost as soon as I do them 😅
When the system turns you to away automatically for inactivity or you are on reassign replies there is a nice obvious yellow banner that makes it clear you need to return from away mode.
It would be very beneficial to have some sort of clear indicator on the agent side that they are still in the away mode they set, that is more obvious than the tiny yellow dot on the profile picture.
Hopefully this is easy to implement since the functionality is already partially there! This would massively improve my adherence and I’m sure other people would benefit as well. Thanks for your consideration!