When PureCloud loses contact with a user's client, whether because the browser was closed or the desktop app shut down or the computer shut down, it automatically changes the user's displayed status/presence to Offline and shows their profile with a gray circle.
So, either the agent didn't really shut down her computer, or she is running a login elsewhere (laptop/phone app/whatever) or PureCloud is not sensing that she is not connected (which is unlikely, since it is based on losing communication with her login or her logging out...no communication equals offline).
So, to fix her offline status you have to ensure she really is completely offline.
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George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
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Original Message:
Sent: 02-21-2019 09:45
From: Patrick Orsborn
Subject: Agent Logout
How do we fix a stuck presence then?
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Patrick Orsborn
Blucora, Inc.
Original Message:
Sent: 02-21-2019 09:41
From: George Ganahl
Subject: Agent Logout
Right. It won't allow you to choose Offline, as that is a Presence, not a Status (though it gets confusing when the system still displays Available...which could mean she is still logged in somewhere via browser or mobile app, or that the system simply isn't recognizing that her browser/desktop app is really shut down and offline).
You can only change the status to one of the main status messages, not change the presence.
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George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
Original Message:
Sent: 02-21-2019 08:13
From: Patrick Orsborn
Subject: Agent Logout
The agent's computer is off but her Status still shows as Available. When i go to change it, we don't have the option to change it to offline.
Example: The one in questions is the last item. I included two other agents who logged out/shut down their computer and show as offline.
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Patrick Orsborn
Blucora, Inc.
Original Message:
Sent: 02-20-2019 10:50
From: George Ganahl
Subject: Agent Logout
When the computer shuts down, her Presence (not status) shifts to Offline automatically, but you can manually change her status through the Queues Activity view under Performance:
https://help.mypurecloud.com/articles/change-an-agents-status/
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George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
Original Message:
Sent: 02-20-2019 08:46
From: Patrick Orsborn
Subject: Agent Logout
We have an agent that is stuck in Available status when she leaves for the day. She is shutting her computer down which closes out PureCloud but it still shows her as active in Available status. Any ideas?
#Unsure/Other
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Patrick Orsborn
Blucora, Inc.
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