Description
Exploring agent capacity issues and status Offline but Available
One of our chat agents is frequently in “Offline but Available” chat status. I’m exploring why. I’ve been able to reproduce two situations where this can occur:
- Manually setting status to “Offline” while your status is “Available”
- Closing the browser with Rocket.Chat while Available sets the agent status to Offline
Are there other ways? I read possibly the user is working on another application (MS Office for example) while the browser tab is not focused on or minimized, then this situation could possibly occur. But I tested both, and was not able to reproduce that possibility. This is after I set the Idle Timeout in Account–>Settings to 10 minutes.
What are the possible ways this could happen in this version of Rocket.Chat?
Thanks
Server Setup Information
- Version of Rocket.Chat Server: Version 6.13.0
- Operating System: Ubuntu
- Deployment Method:
- Number of Running Instances: 1
- DB Replicaset Oplog:
- NodeJS Version:
- MongoDB Version:
- Proxy:
- Firewalls involved: