When you set up the Concierge, you're probably wondering how often you will receive phone calls.
Let's cover how to manage your availability. The first thing to note is that you will only be eligible to receive calls if you have:
1. Verified your phone number
2. Your Chili Piper Admin has placed you in an active phone queue
3. You are "Available for calls"
Your availability will be determined by your working hours AND free/busy events on your calendar. Make sure your working hours are set.
Let's start by opening your chrome extension and then clicking "Availability"
If you have a calendar event that is marked as BUSY, you will not be available to receive phone calls. Ex: Scott blocks his lunch to keep some work-life balance, so he is marked as Away but will be Available at 2:00 pm.
If you are free on your calendar, you will receive phone calls. Ex: Scott is recharged after lunch and active in the phone queue until his working hours end at 7 pm EST.
If you are outside of working hours, you will notice a message that says, "You are outside working hours". This will prevent you from receiving a phone call.
Scott is in demand and gets pulled into a meeting that wasn't previously scheduled on his calendar. He can easily block off his calendar by clicking "Set as Away" and selecting the time duration. This will prevent Scott from receiving calls.
Thankfully that last-minute meeting ended early, so Scott clicks "Set as Available" to end his block and get back into the queue.