If an agent in agent workspace locks the computer he/she will be marked as offline in the backend. After unlocking the computer and coming back to the page the agent's availability status will still show as "Online" but in reality it's actually offline. The agent's availability status will only be shown accurately after refreshing the page.

Steps to Reproduce

1. Login as an agent and navigate to agent workspace
2. Set availability status to online
3. Lock the computer
4. After a brief period of time, unlock it
-->At this point in time the agent's status is already marked as offline from the backend
5. After coming back to agent workspace the agent's status still displays as online
-->The agent's true status will only be reflected if the page is refreshed at this time


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Related Problem: PRB1404124

Seen In

New York Patch 4

Fixed In

Orlando Patch 7

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2020-07-27 12:14:47