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Agent status

Tags: status

Oct 21, 2021 at 9:26am • 6 replies • 0 likes

Mike Dickson

We have some users stating that their status is being changed to invisible by itself. The agents are using the RingCentral Desktop app. Is there a timeout period or inactivity period that might automatically change an agents status?

Mike Dickson on Oct 21, 2021 at 11:13am • 0 likes

SO no matter what agents are going to be set to inactive after 15 minutes?

Mary-Community_Moderator on Oct 21, 2021 at 12:05pm • 0 likes

Yes.

Mike Dickson on Oct 21, 2021 at 12:16pm • 1 likes

This doesn't make sense, how are agents supposed to take calls if the software is taking them offline automatically. These aren't agents who receive call after call .. it's a scheduling call queue which means they may only get Call queue calls 8 to 10 times a day.

Mary-Community_Moderator on Oct 21, 2021 at 2:17pm • 0 likes

If you think it needs an improvement, kindly go to the Ideas Portal.

Mike Dickson on Oct 21, 2021 at 12:09pm • 0 likes

If the agent is offline or invisible will that remove their ability to receive Call Queue Calls?

Mary-Community_Moderator on Oct 21, 2021 at 12:10pm • 0 likes

If offline, yes. Invisible status is set-up manually, but you can still receive calls.

Mike Dickson on Oct 22, 2021 at 10:29am • 0 likes

Is this in contact center? We're using MVP only. Is it the same in all schemes?

Anirban on Oct 21, 2021 at 9:38am • 0 likes

I am not sure but I think the status should turn idle instead of invisible if user is not active on desktop. But there is no timeout setting can be done to configure this.

1 Answer

Mary-Community_Moderator answered on Oct 21, 2021 at 9:57am

A gray dot indicates the user is offline or inactive for 15 minutes or more on their app. This is a system-triggered presence but will appear the same as Invisible. You may refer to the KB article at https://support.ringcentral.com/app/users/desktop-web/setting-presence-ringcentral-app-desktop-web.html

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