Hi Scott,

There is a user status that is sometimes called Idle, but there is also a routing status called Idle, so I have a few questions for clarification:

• The agent is still using the computer, just not the Chrome window?
• Another question: are these on-queue or off-queue agents?
• Finally, where are you seeing the "Idle" status? In the supervisor views such as Queues Activity? What color circle do these agents have around their profile picture when this happens?

Thank you for the follow-up.

Yes the agent is still using the computer, just not the Chrome window. The only application we have running in Chrome is PureCloud.

These are on-queue agents.

We are seeing the idle status in the Queue activity view. The circles are colored  blue.?

Thanks for the clarification.

What you are seeing in the Queues Activity view is accurate and you don't have to do anything to fix this: Chrome is not throwing the agents into idle status. The blue on-queue Idle status just means that agents are available to answer interactions, but that there are not currently any interactions for them to answer.

Therefore, I think your agents are listed as Idle because there are no interactions for them to work on, unless you have reason to believe that calls are waiting in queue when they shouldn't be? (i.e. the Idle on-queue agents should have interactions, because there are interactions waiting)

There are unfortunately two statuses in PureCloud that are sometimes called "Idle." The one you're referring to here is a *routing* Idle status. There is another user Away status that also gets called Idle sometimes, and that one IS under the control of agents/the agent's system. You will see a yellow Away status if the agent locks their computer, the computer starts a screensaver, or the computer goes to sleep.

Let me know if you have any follow up questions.