Understanding Idle Detection in Velaro Agent Desktop
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 Agent Desktop.
How Idle Detection Works
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 inside Velaro Agent Desktop.
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 Agent Desktop 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 |
| Valid range | 30–3600 seconds |
Customizing Idle Detection
Enable or Disable
Open Settings → Idle & Updates in Velaro Agent Desktop 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).
| Timeout | When to use it |
|---|---|
| Short (60 seconds) | You handle quick inquiries and want unavailability reflected immediately when you step away. |
| Medium (300 seconds / 5 minutes) | Default. Allows short breaks, getting coffee, or focused thinking without being marked unavailable. |
| Long (900 seconds / 15 minutes) | Roles involving extended research or documentation between chats. |
Important Notes
It's Not Just About Velaro Agent Desktop
Your idle status reflects your presence at the computer, not just your focus on Velaro Agent Desktop. 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:
- Disable idle detection in Settings → Idle & Updates (temporarily or permanently).
- Increase the idle timeout to give yourself more time before auto-unavailable triggers.
Troubleshooting
| Symptom | Fix |
|---|---|
| I'm being marked unavailable too quickly | Increase Settings → Idle & Updates → Idle timeout. |
| I'm not being marked unavailable when I step away | Confirm Idle Detection is enabled in Settings. If it is, reduce the idle timeout. |
| I want complete control | Disable idle detection in Settings → Idle & Updates and manually toggle availability in Velaro Agent Desktop. |
Best Practices
- Match your workflow: Set idle timeout based on your typical pattern. Short timeout for high-volume quick chats; longer timeout for research-heavy work.
- Communicate expectations: Let your team know your idle timeout so they understand your availability pattern.
- Use for accountability: Idle detection helps ensure you're present and responsive when customers need you.
- Test your settings: Try different timeout values for a few days to find what works best.
Still Have Questions?
Contact your administrator or reach out to Velaro support for help customizing idle detection for your team.
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