Hello,
There is a behavior in my org that I can't explain, neither find the right documentation to solve it.
I have many email interactions, assigned to agents. If I look at the queue activity, I can see those interactions under each agent, and the associated status (held, interacting, etc.).
If an agent is logged out (therefore with his status as "Offline"), it happens that some of its interactions are still in status "interacting", while I was expecting them to be "held" (as the agent isn't working on it, because logged out of the system).
What is the excepted behavior here? Is there something I'm missing?
Thanks in advance!
#Unsure/Other