Settings: Allow admins to update user's availability status
J
Jesús Cadena
Business Problem:
Many workflows rely on agent connection status (online/offline) to assign conversations automatically. However, agents may forget to update their status when they are out of working hours. When this happens, new conversations continue to be routed to unavailable agents, leading to delayed responses and a poor customer experience.
Administrators currently have no way to intervene or correct an agent’s connection status, even when it is clearly incorrect.
Desired Outcome:
Allow administrators to manually change or override an agent’s connection status (e.g. Online, Offline) from the admin or user management interface.
N
Nabilah Binti Salleh
Merged in a post:
Disconnect Online Users as Administrator
Ivan Amador
Currently, if an agent ends their shift but remains “Online” for an open session, the system still considers it available and continues to incorporate it into the Round Robin. This generates an artificial assignment that directly impacts SLA, operational load and customer experience. Therefore, it makes perfect sense to incorporate specific functionality for administrative disconnection by roles with permissions (Supervisor/Administrator).
Functional Proposal: “Forced Disconnection by Supervisor/Administrator”
The idea is to enable a supervisory control that allows the agent to change the operational state remotely when it is detected that it was connected out of shift, immediately excluding it from the assignment engine.
“Disconnect/Go Offline” action by authorized role.
With one click, the supervisor/administrator executes an action that:
1- Change the agent's status to Offline/Not Available.
2- Remove it from the Round Robin immediately.
3- Avoid new assignments from that moment on.