Can an administrator end an agent's Chat session or log them out of Chat remotely?
No, administrators can't log agents out of Chat.
If you run into the issue of agents leaving themselves online and forgetting to log off, administrators and agents can:
- Set up idle timeouts for inactive agents. Each agent can configure idle timeouts so that their status changes to Away after a number of minutes of inactivity.
- Set up Operating Hours to force agents offline outside of your business hours. When operating hours end, all agent's statuses are automatically set to Invisible and live chat is unavailable. See the article: Do the operating hours override an agent's status if they are still logged in?
- Set up Chat routing. Consider using the Automatic Idle setting if agents have missed many assigned chats. See the article: Configuring automatic idle settings.
In some cases, Zendesk support can help disconnect an agent from their session. Contact Zendesk customer support for more information.