Agent presence and status

General

The Agents tab tracks agent availability across three primary presence states: Online, Away, and Offline. Accurate presence tracking allows managers to monitor adherence, identify coverage gaps, and optimize staffing schedules.

Multi-app instance presence hierarchy

Agents frequently run multiple client instances simultaneously (e.g., desktop agent app, browser web client, and mobile app). To prevent state conflicts, Provide Support evaluates profile-level presence using a strict priority hierarchy:

•1. Online Priority: If any active instance is Online, the overall profile status is evaluated as ONLINE.

•2. Away Secondary: If no instance is Online, but at least one active instance is Away, the profile status is evaluated as AWAY.

•3. Offline Baseline: The agent profile is evaluated as OFFLINE only when all application instances are closed or disconnected.

The 24-hour presence partition invariant

For any completed calendar day, the sum of an agent's presence states must satisfy the exact mathematical identity:

Online Time + Away Time + Offline Time = Total Report Period Duration (24 Hours per Full Day).

Unfinished days: For the current, active calendar day, unelapsed future time is temporarily classified as Offline. As the day progresses and the operator works, this placeholder Offline time is continuously converted into Online or Away time.

Midnight allocations: Status intervals that span midnight are cleanly partitioned: time prior to 00:00:00 is credited to Day 1, while time after midnight is credited to Day 2.

Disconnect-detection timeout: When an operator client experiences an abrupt network disconnection, the server maintains an active polling grace period before switching the status to Offline. This detection buffer is credited to Online time.