An agent isn't automatically set as Not Ready although they haven't accepted allocated conversations from a queue.
You must have rights to modify the specific queue and the user settings template.
You need to define the following settings:
|Activate Not-Ready Status After No Response||Queue Management > Queues > [Select the queue] > Client Settings|
|Timeout for Contacts to be Picked or Rejected||Queue Management > Queues > [Select the queue] > Contact Management||
Community post: Changing how long a conversation is offered in Communication Panel.
Note: This setting is found for both the channel and queue. However, when using automatic Not Ready status, the queue-level value must be defined and must be less than the one defined for the channel.
|Number of Offerings Before Activating Not Ready||User and Role Management > User Settings Template > [Select the template] > Communication Panel Settings|
could you please confirm if this workaround works for the FP18 (HF21) and CDT? We have the same problem for one of our customers and does not seem that it is working (channel config has 2 minutes, queue 20s). It was working fine with FP16.100.