It would be extremely helpful to be able to distinguish in Workflows between teammates being unavailable because they’re currently on a call, and teammates being unavailable because they’re away. While a teammate was on an active call, their availability would automatically change to something like “On a Call.” This would allow us to tailor our Workflows to handle these two very different types of unavailability.
Use case: if all teammates are talking with callers, we want subsequent callers to be put in the queue and be put on hold. But if all the teammates are away--for example, if everyone’s in a meeting--we don’t want callers to go to the queue--we want them to get the VM or callback options right away (as with our off-hours IVR). Currently, if all of our teammates are unavailable to take calls during office hours, callers will unnecessarily have to sit on hold for the designated amount of time before being offered the option to leave a voicemail or get a callback. But if this idea were implemented, we could send people to VM if the teammate’s status is “Away” but send them to the queue if the teammate’s status is “Talking.”