Is there a way to track how someone is being set to offline in Live Agent (IE the system sets them to offline because of lost connection or a Supervisor sets them to offline)

Question

I have an agent who keeps getting set to Offline at or just before the 2 hour mark, and he is doing everything he should be to not get idle timed out. Is there any way to see whether or not the system is timing him out or he is being forced to offline?

Ed Ruzol · Answer

Hi Michael,

I don't think there is a way to accurately track how the agent was set to offline in Live Agent. If it's not a timeout issue/session settings or a connection issue, is it possible that the the agent opens or switches to a different App (a non-console app like Sales App,etc) which causes the issue?

Thanks!

Is there a way to track how someone is being set to offline in Live Agent (IE the system sets them to offline because of lost connection or a Supervisor sets them to offline)

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