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  • 1.  User status shows as available when they are offline

    Posted 06-03-2025 09:42
    No replies, thread closed.

    We have a large group of users who set their status at the end of the day to Out of office, then logs out of the application (Salesforce CTI client), but then they may continue working in Salesforce, and not using the CTI client, and after a period of time, the reports will show the agents as "Available" for status reporting. The same thing happens if they have the Admin/Web tool open in Edge and logs out of Chrome at the end of the day, and do not shut off their PC.  The client shows as Out of office / offline, but the system will register their status as available after 30 minutes and it skews the reporting of available status time.  

    Have others seen the same and what is the solution other than excluding the available status from reporting? 


    #Reporting/Analytics
    #Telephony

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    Nicklas Sandberg
    Senior Business Analyst
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  • 2.  RE: User status shows as available when they are offline
    Best Answer

    Posted 06-03-2025 16:05
    No replies, thread closed.

    Hello Nicklas,

    While the agents may be setting themselves as Out of Office, our system then sees activity from them and thus sets their presence to Available. I would recommend having the agents online logged in on one device / one location. 

    I'd love to see if anyone in the Community has another way to tackle this.



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    Jason Kleitz
    Online Community Manager/Moderator
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  • 3.  RE: User status shows as available when they are offline

    Posted 06-05-2025 09:22
    No replies, thread closed.

    Thank you Jason, we have the users using it in 2 browsers as they use the integrated client in Salesforce in Chrome, and then monitors dashboards, queues, etc. in Edge so the 2 do not conflict.  What is also interesting is if they are logged in to a single client, i.e. Chrome, and they do log out properly, and work in Salesforce, it seems to register them as "Available" as the CTI client detects activity, even though they are technically offline. 



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    Nicklas Sandberg
    Senior Business Analyst
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    Original Message


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