If the agent is still On Queue, what must you do before logging off the agent?

If the agent is still On Queue, what must you do before logging off the agent?

• A. Deactivate the queue.
• B. Log off the agent.
• C. Set the status to Online.
• D. Set the status to Off Queue before logging off.

Answer: (C)

Being On Queue means the agent is currently tied to a queue and could still be routed work. Before logging off, you need to clear that queue association. Setting the status to Online moves the agent out of the On Queue state, indicating they are no longer actively in a queue and can be logged off cleanly. This avoids leaving them in an active queue state and ensures a proper sign-off. The other options either affect the queue itself rather than the agent’s current state, or don’t provide the necessary state transition before logging off.

Being On Queue means the agent is currently tied to a queue and could still be routed work. Before logging off, you need to clear that queue association. Setting the status to Online moves the agent out of the On Queue state, indicating they are no longer actively in a queue and can be logged off cleanly. This avoids leaving them in an active queue state and ensures a proper sign-off. The other options either affect the queue itself rather than the agent’s current state, or don’t provide the necessary state transition before logging off.