Availability controls - preventing agents from changing

 Hi ​@Ron Hill There are currently no such settings under Permissions, but may I ask why you would like to have them? What result do you wish to achieve? 

Hey Aleksei, our team members have a tendency to turn off phone calls to prevent getting any.  We want to be able to enforce all contact types to the team and controllable by leaders of the group.  It’s aimed really at helping us with contact avoidance for certain types of contacts, while also giving us the ability to turn off calls if someone is say, sick with a sore throat or something like that.  

​@Ron Hill understood! I personally highly doubt that there’s gonna be a feature released to allow manual control over away status, but I understand your concern. The way I see it from my past experience (one of the employees slacking off for a smoking break, swamping another colleague with more chats), actively using Activity Log and employee training should eventually eradicate this behaviour, as you have evidence of when the user has gone “AWOL”. 

However, there are multiple automation options (notifications and reassigning the conversation back to the user who went offline during office hours) using webhooks and third party tools. Feel free to book a call with me using the link below if you’d like to talk more about the possible solutions :) 

It’s not the away status I’m trying to control, it’s the type of conversations.  I want all agents to accept all calls and chats, not just one or the other.  I take your point about training and behavior changes, but a feature to help enforce it without all the digging would be nice.