Feature Request Summary:
We would Admins to have the ability to change Agent Status if the agents forget to go offline when not available, in Omnichannel
If an agent forgets to change their status and they are out of the office, Omnichannel will still route tickets to them. We can reassign these tickets, but they will be routed more based on the rule as long as they are online. We would like to have the ability as admins to change their status if necessary.
Business impact of limitation or missing feature:
Agents could be assigned tickets when they are not monitoring their required attention queue. This could result in a delay in response to our customers. In addition, it takes extra time for the admin to monitor the queue and reassign tickets that are assigned in error.
Other necessary information or resources:
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