Why was my WFM task status automatically changed to Offline?

Question

What causes the system to change a task to the Offline status? This behavior happens when a specific task is assigned and when agents are either working or taking a break.

Answer

This behavior is expected when the computer experiences a loss of connectivity, such as going offline, entering sleep mode, or being disconnected from the internet for a certain duration. The system automatically updates the task status to Offline due to network inactivity.

To mitigate this situation and maintain the status of ongoing tasks, agents can utilize the task lock feature. This feature allows them to lock the task they are currently engaged in when they anticipate that their computer might lose its active internet connection or when there is a lack of activity.

By locking the task, agents can ensure that their progress is preserved, and the task will not be automatically switched to Offline status, allowing for a smoother workflow and minimizing disruptions.

For further details on how to implement the task lock feature, refer to these articles:

• Activating task lock
• Using task lock