What Is Idle Detection?

Idle detection is a system that automatically marks you as unavailable when your computer has not received any keyboard or mouse input for a set period of time. This prevents customers from reaching you if you've stepped away from your desk or if you're focused on tasks outside of Velaro.

How Idle Detection Works

The Velaro Agent Desktop monitors system-wide keyboard and mouse activity on your computer. Every 10 seconds, it checks how long it's been since the last input (keyboard press or mouse movement) anywhere on your system—not just in the Velaro app.

Key Points:

- System-Wide Monitoring: Activity in any application counts—Word, Outlook, Teams, your browser, or any other program. You don't need to be actively using Velaro for the system to detect that you're working.

- Triggered by Physical Input: Only keyboard and mouse input reset the idle timer. Reading, thinking, or taking notes by hand won't keep you active.

- Automatic Status Change: When idle time exceeds your configured threshold, you're automatically marked as unavailable. When activity resumes, you're marked as available again.

Default Settings

| Setting | Value |

|---------|-------|

| Idle Timeout | 300 seconds (5 minutes) |

| Status | Enabled by default |

| Check Interval | Every 10 seconds |

Customizing Idle Detection

Enable or Disable

Open Settings → Idle & Updates and toggle Idle Detection on or off. When disabled, idle status changes are suppressed.

Adjust Idle Timeout

In Settings → Idle & Updates, set the Idle timeout value. Valid range: 30–3600 seconds (30 seconds to 1 hour).

Examples:

- Short timeout (60 seconds): Useful if you're handling quick inquiries and want to reflect unavailability immediately when you step away.

- Medium timeout (300 seconds / 5 minutes): Default. Gives you a few minutes for quick breaks, getting coffee, or focused thinking without marking you unavailable.

- Long timeout (900 seconds / 15 minutes): Better for roles where you might be doing extended research or documentation between chats.

Important Notes

It's Not Just About Velaro

Your idle status reflects your presence *at the computer*, not just your focus on Velaro. If you're writing an email, updating a spreadsheet, or reviewing a document, your agent status will remain available because your computer is receiving input.

Physical Presence Required

Idle detection cannot distinguish between you being away and you being at your desk but thinking or reading. If you step away from your computer without moving the mouse or using the keyboard, idle detection will mark you unavailable—even if you're still mentally engaged.

How to Stay Available During Breaks

If you need to step away for a short break but want to remain available (for example, getting water), you have two options:

1. Disable idle detection in Settings (temporarily or permanently).

2. Increase the idle timeout to give yourself more time before auto-unavailable triggers.

Troubleshooting

I'm Being Marked Unavailable Too Quickly

Your idle timeout may be too low. Increase it in Settings → Idle & Updates → Idle timeout.

I'm Not Being Marked Unavailable When I Step Away

Check that Idle Detection is enabled in Settings. If it's on and you're still available after stepping away, your idle timeout may be too high. Reduce it to reflect your preferred responsiveness.

I Want Complete Control

Disable idle detection in Settings → Idle & Updates. You can then manually toggle your availability in the Velaro console when needed.

Best Practices

- Match your workflow: Set idle timeout based on your typical work pattern. If you handle many quick chats, use a short timeout. If you do longer research between conversations, use a longer timeout.

- Communicate expectations: Let your team know your idle timeout so they understand your availability patterns.

- Use for accountability: Idle detection helps ensure you're present and responsive when customers need you. Use it as a tool to maintain service quality.

- Test your settings: Try different timeout values for a few days to find what works best for you.

Still Have Questions?

Contact your administrator or reach out to Velaro support for help customizing idle detection for your team's needs.