If agent statuses appear incorrect after enabling omnichannel routing, it's likely due to the system defaulting to online status. To correct this, set all agent statuses to offline initially.
You can achieve this by having agents manually change their status, using the Agent Availability API, or adjusting statuses from the agent list in the Agent workload vs. capacity window. This ensures that the live dashboard reflects the true status of your agents.
When you enable omnichannel routing with unified agent status, all agent statuses might appear as online in the live dashboard. This is because the system defaults to showing agents as online, regardless of their actual status. To fix this, you…
To set all agent statuses to offline, you have a few options. Agents can manually change their status, or an admin can use the Agent Availability API to do it programmatically. If you prefer a more hands-on approach, an admin or a user with the…
Currently, admins cannot set all agent statuses to offline without using the API. This limitation means that each agent must manually change their status, or the process must be automated using the API. The API allows for programmatic changes, but…
In recent tests, enabling omnichannel routing with unified agent status did not automatically change agent statuses to online. However, if you encounter this issue, it's recommended to set all agent statuses to offline initially. This can be done…