Joseph Peters

Hello Rao,

I have the setting for signing out set to 10 hours. They are still being sign out at various times. Sometimes it is 6 minutes and sometimes it is much longer. I have the browser tabs setting to never put the tabs to sleep and the agents are actively using their device. I understand the idle is for only switching them to idle. We do not want it changing the status at all or signing them out due to inactivity unless it is greater than 10 hours. I am using custom statuses that are away or offline, but I am experiencing the same result of them being signed out or moved to offline from the custom status. How can I avoid ZenDesk switching statuses and logging agents out if the settings are disabled or have a much longer threshold than the time it is forcing the changes? 

I am testing the statuses in the Sandbox with the idle timeout service turned off. I am running into it still signing agents out after a threshold is met. They are inactive but still have the webpage open and they are working in the production environment without the Omnichannel enabled. Is there a default idle sign out setting embedded in ZenDesk that I am unable to change? Also, is there a way to enable the idle timeout with a threshold higher than 60 minutes? Our agents sometimes are away from their desk for over 60 minutes, and we would like to track the time of them being in a status that is not offline for those tasks. Are there any plans to allow more colors to the statuses as well?