After enabling omnichannel routing with unified agent status, all agent's statuses are changed to online in the live dashboard.
When omnichannel routing is enabled, agents' statuses can appear inconsistent with their actual online status. To resolve this, all agent statuses should be set to offline initially. See the options below for changing agent statuses.
Changing agent status to offline
- You can ask that all agents manually set their status to offline. For more information, see the article: Setting your unified agent status.
- An admin on your account can use the Agent Availability API to set all agent statuses to offline.
- An admin can change the status of the agents from the agent list in the Agent workload vs. capacity window.
For more information, check these articles: