Automatic agent availability sync on login and logout

Business problem

Customers expect that an agent’s availability status is automatically updated when logging out and logging back in. Currently, logging out does not change the availability status, and after inactivity, users are set to offline. However, when logging back in, the status does not automatically return to available, requiring manual action from the agent.

Wished result

Customers want an automatic status sync based on login and logout behavior, where:

• Logging out sets the agent to offline

• Logging back in sets the agent to available

This would ensure:

• Accurate real-time availability visibility

• Reduced manual actions for agents

• Improved operational efficiency and response times

• Less risk of missed conversations due to incorrect status