HR Helpdesk agents being made unavailable/inactive when not actively working on screen

Summary:

HR Heldesk agents are being made unavailable within HR Helpdesk when they are not actively working on the HR Desktop / HCM Screens. this is happending when the agent is on a teams call or working on a document or investigating via website.

Agents should be set as available during working hours eg. 9 to 5pm unless they actively make themselves unavailable eg. Lunch Break.

Content (please ensure you mask any confidential information):

Do you know if there is a profile / permissions setting that prevents this from happening if they are not actively working in the environment.

Version (include the version you are using, if applicable):