Agent's statuses are changing to online when enabling omnichannel routing

Issue symptoms

After I turned on omnichannel routing with unified agent status, all agent's statuses are changed to online in the live dashboard.

Resolution steps

When omnichannel routing is activated, agents' statuses can appear inconsistent with their actual online status. To resolve this, all agent statuses should be set to offline initially. See the options below for changing agent statuses.

Changing agent status to offline

• You can ask that all agents manually set their status to offline. For more information, see the article: Setting your unified agent status.
• An admin on your account can use the Agent Availability API to set all agent statuses to offline.
• An admin or a user with permission can change the status of the agents from the agent list in the Agent workload vs. capacity window.

Tip: If you're using omnichannel routing, check out the TyrellCorp omnichannel: Agent state dashboard to understand how your agents are spending their time. If you created custom omnichannel queues, you can also create a dashboard and show live data on how work is being routed.

For more information, check these articles:

• About unified agent status
• Managing your Omnichannel routing configuration