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Round Robin assigning to agents not "logged in"

Accepted answer
edited May 3, 2016 9:59PM in General Functional Discussions 2 comments


Hello all,

We have a Round Robin queue set as "Round Robin (Logged In)", and we have noticed it sometimes assigns incidents to agents who we do not show as logged in per the "Logged In Staff Accounts" report at the time of assignment. I believe this correlates to the agent not logging out for the day and their console being locked, in which case they are still eligible for Round Robin assignment, but are not longer visible in this report.

My question is, does anyone know if this is the case and if so if there is a report that can be built to see these agents who's console is locked yet are still eligible for assignment. If this is not the case, than any insight you may have on the matter would be appreciated. 

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