Inactivity System - Don't Lose Your Task!

What is Inactivity? (In Plain English)

Inactivity means: You're not doing anything in the task - no mouse movement, no typing, no clicking.

Why it matters: If you claim a task and then walk away (or just read without doing anything), the system needs to know you're still there. After 2 minutes of no activity, it warns you. After 30 more seconds, it takes the task away from you so another agent can help the customer.

The goal: Make sure tasks go to agents who are actually working, not agents who claimed a task and forgot about it.

How It Works (Simple Version)

Here's what happens step by step:

Important: The timer resets every time you do something (move mouse, type, click). So if you're working normally, you'll never see a warning.

1. You claim a task

   • System starts keeping track of when you last did something (mouse move, typing, clicking)
   • Timer starts counting from your last activity

2. You stop doing anything (no mouse, no typing, no clicking)

   • Timer keeps counting: 1 minute... 1:30... 2:00...
   • After 2 minutes of doing NOTHING → Warning appears on your screen
   • You now have 30 seconds to respond

3. Warning appears (after 2 minutes of inactivity)

   • Popup shows on your screen
   • Countdown timer starts: 30 seconds... 29... 28...
   • You must click something within 30 seconds

4. Your options during the 30-second warning:

   • Click "Continue Working" → You keep the task, timer resets
   • Click "Close Task" → Task goes back to queue
   • Do nothing → After 30 seconds, task goes back to queue automatically

5. If you do nothing for 30 more seconds (total 2:30 of inactivity)

   • Task is no longer yours
   • It goes back to the queue
   • Another agent can claim it

Remember: As long as you're doing something (moving mouse, typing, clicking) every 2 minutes, you'll never see a warning!

Watch this video to see how the inactivity system works:

What Counts as "Activity"? (What Keeps You Safe)

These things count as activity:

• ✅ Moving your mouse anywhere on the page
• ✅ Clicking anywhere (buttons, checkboxes, links)
• ✅ Scrolling up or down
• ✅ Typing a message to customer
• ✅ Typing a note
• ✅ Checking or unchecking sub-tasks
• ✅ Editing anything (customer info, opportunity details)
• ✅ Making a phone call through HumanForce

These things DON'T count:

• ❌ Just having the tab open (not enough!)
• ❌ Being on a different tab or window
• ❌ Just reading without clicking or typing
• ❌ Using other programs (like Five9, email, etc.)
• ❌ Talking on the phone (unless it's a HumanForce call)

Important: If you're on a phone call through HumanForce, you're protected. But if you're using your regular phone, you need to move your mouse or type notes during the call.

Watch this video to see what counts as activity:

The Warning Popup (What You'll See)

When you've been inactive for 2 minutes, a popup appears:

![Image placeholder: Inactivity warning popup showing countdown timer and "Continue Working" button]

What it says:

• "You haven't interacted with this task for 2 minutes"
• "Continue working or this task will be returned to the queue in: 00:28" (countdown timer)
• Two buttons: "Continue Working" and "Close Task"

What to do:

• Click "Continue Working" → Warning goes away, you keep the task, timer resets
• Click "Close Task" → Task goes back to queue, you're done with it
• Do nothing → After 30 seconds, task goes back to queue automatically

Watch this video to see the warning popup in action:

Common Situations (What to Do)

"I'm reading a long conversation history"

Problem: You're reading for 2+ minutes without clicking or typing.

Solution:

• Scroll up and down while reading (counts as activity!)
• Move your mouse around
• Take notes as you read
• Add a note summarizing what you learned

Remember: Just reading doesn't count. You need to interact with the page.

"I'm researching in another system"

Problem: You need to look something up in Five9 or another program.

Solution:

• Before you leave, add a note: "Checking customer history in Five9"
• Keep HumanForce tab open and visible
• Click back to HumanForce every minute or two
• Or use "Waiting Answer" if research will take a long time

"I'm on a phone call with the customer"

Problem: Long phone conversation, not clicking or typing.

Solution:

• If using HumanForce phone: You're automatically protected during the call
• If using regular phone: Take notes during the call (typing counts as activity!)
• Move your mouse occasionally
• Add notes as the customer talks

"I'm waiting for the customer to email me documents"

Problem: You asked customer to send something, now you're waiting.

Solution:

• Don't wait in the task!
• Click "Waiting Answer" button
• Task goes back to queue
• When customer replies, task comes back
• You or another agent can claim it then

This is the right way to wait - don't just sit there inactive!

"I need to ask my supervisor a question"

Problem: Stepped away to ask manager something.

Solution:

• Add a note first: "Consulting supervisor about pricing"
• If it'll take more than 2 minutes, use "Waiting Answer"
• Or keep task open and click back to it every minute

Quick Tips

• ✅ Move your mouse every minute - Even if you're just reading, wiggle the mouse
• ✅ Type notes as you work - Documenting your work counts as activity
• ✅ Use "Waiting Answer" when waiting - Don't just sit there inactive
• ✅ Keep HumanForce tab active - Don't switch to other tabs for long
• ✅ Take notes during phone calls - Even if using regular phone, typing counts
• ✅ Check sub-tasks as you go - Clicking checkboxes counts as activity
• ❌ Don't claim and walk away - You'll lose the task
• ❌ Don't just read without interacting - Reading alone doesn't count
• ❌ Don't leave task open while doing other work - Use "Close" or "Waiting Answer"
• ❌ Don't ignore the warning - You only have 30 seconds!

Troubleshooting (Quick Fixes)

"I'm working but still got a warning"

Try this:

1. Are you on a different tab? → Switch back to HumanForce tab
2. Are you just reading? → Start clicking or typing
3. Is your internet working? → Check connection, refresh page if needed

Still happening? Call support: 555-1234

"The warning appeared during a phone call"

If using HumanForce phone: This shouldn't happen. Click "Continue Working" and report it to support.

If using regular phone: This is normal. Take notes during calls to stay active.

"I lost my task immediately"

Possible reasons:

• You missed a previous warning
• Internet disconnected
• Browser had an issue

What to do:

• Check your internet connection
• Try a different browser
• If it keeps happening, call support

"I can't click the 'Continue Working' button"

Try this:

1. Refresh the page (F5 or Ctrl+R)
2. Try using keyboard: Press Tab to select button, then Enter
3. If still not working, call support

What Happens When You Lose a Task?

When a task times out:

1. Task is no longer assigned to you
2. Task goes back to "Todo" status (available for anyone)
3. You're redirected to the task list
4. Another agent can claim it
5. Your activity log shows "inactivity_timeout"

Don't panic! This happens sometimes. Just claim another task and remember to stay active this time.

Still Confused?

Need help RIGHT NOW?

• Call your supervisor - They can explain it quickly
• Call support: 555-1234 - They're there to help
• Ask a coworker - They probably know how it works

Remember: The system is simple - just stay active! Move your mouse, type notes, click buttons. That's it!

Video Tutorials

Prefer watching over reading? These videos show you exactly how the inactivity system works:

1. Understanding Inactivity System

2. The Warning Popup

3. What Counts as Activity

4. Common Situations and Solutions

5. How to Avoid Losing Tasks

Pro tip: Set a timer on your phone for every 90 seconds. When it goes off, just move your mouse or type a quick note. You'll never lose a task!