If an agent's queue status is changed from On Queue to Off Queue, what happens to the agent's user status?

If an agent's queue status is changed from On Queue to Off Queue, what happens to the agent's user status?

• A. Busy
• B. Offline
• C. Away
• D. Available

Answer: (D)

Queue membership and user presence are separate signals. When an agent goes Off Queue, they’re no longer in that specific queue, but their overall presence doesn’t automatically flip to Offline or Away. If they’re online and not marked Busy, the system shows their user status as Available, indicating they’re ready to take work in other queues or channels even though they’re not currently in that particular queue. Other statuses like Busy, Away, or Offline would require explicit conditions or actions beyond simply leaving the queue.

Queue membership and user presence are separate signals. When an agent goes Off Queue, they’re no longer in that specific queue, but their overall presence doesn’t automatically flip to Offline or Away. If they’re online and not marked Busy, the system shows their user status as Available, indicating they’re ready to take work in other queues or channels even though they’re not currently in that particular queue. Other statuses like Busy, Away, or Offline would require explicit conditions or actions beyond simply leaving the queue.