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Agents sometimes don't change their status or log out at the end of
their workday. This affects agent adherence reports and can impact call
routing. Users with Admin or Manager roles assigned are able to change
an agent's status in the CCAI Platform portal.
Logging out an agent is not considered a standard status change so it
requires slightly different steps.
An agent's status cannot be changed and the Log out agent
button will be hidden in the Actions drop-down from the following statuses:
In-call
In-chat
Offline (if the agent is offline, the agent is not shown on the agent page).
Managers can only see agents in their assigned teams and any sub-teams they
are a manager for on the agents page, so they can only change the status of
agents who are on one of their assigned teams.
When the agent's workstation is offline, the log out feature won't update
an agent's status in the agent list. That is, if the agent does not sign out
and shuts down their system, their status will be updated at the time their
system becomes active again.
The status "Special Task" is only available from the agent page view; agents
don't see the "Special Task" status in their view.
Log an agent out
After an agent is logged out or placed in offline status, the sign in
dialog will be presented upon their next visit to the sign in screen or
the agent adapter.
In the CCAI Platform portal, go to the agents display.
By sorting or searching, locate the agent for whom you want to perform
actions.
Click the actions icon and select log out agent.
Click Logout to confirm the action.
Change an agent's status
In the CCAI Platform portal, go to the Agents display.
Locate the agent you want to perform actions for by sorting or searching.
Click the actions icon for the specific user.
Select from the list of available default and custom statuses.
FAQ
Q: Why is the agent I'm trying to log out still showing as logged in?
A: Possible reasons include:
If the agent's workstation is offline (they shut it down), then
CCAI Platform cannot reach the console and is unable to log the agent
out until the system is active again.
If the agent is in In-call or In-chat, the log out feature is not available.
Q: How can I change an agent from offline to another status?
A: Agents who are offline don't appear on the agent monitoring display and
therefore are unable to have their status changed.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[[["\u003cp\u003eAdmins and Managers can change an agent's status in the CCAI Platform portal when agents fail to update their status or log out.\u003c/p\u003e\n"],["\u003cp\u003eLogging out an agent requires specific steps, and the "Log out agent" option is unavailable when an agent is in "In-call," "In-chat," or "Offline" statuses.\u003c/p\u003e\n"],["\u003cp\u003eManagers can only view and manage agents who are part of their assigned teams or sub-teams within the agent's display.\u003c/p\u003e\n"],["\u003cp\u003eIf an agent's workstation is offline, logging them out will not update their status in the agent list until their system becomes active again.\u003c/p\u003e\n"],["\u003cp\u003eThe "Special Task" status is only visible and accessible to Admins and Managers in the agent management view, not to the agents themselves.\u003c/p\u003e\n"]]],[],null,["# Update an agent's status\n\nAgents sometimes don't change their status or log out at the end of\ntheir workday. This affects agent adherence reports and can impact call\nrouting. Users with **Admin** or **Manager** roles assigned are able to change\nan agent's status in the CCAI Platform portal.\n\nLogging out an agent is not considered a standard status change so it\nrequires slightly different steps.\n\n- An agent's status cannot be changed and the **Log out agent**\n button will be hidden in the Actions drop-down from the following statuses:\n\n - In-call\n\n - In-chat\n\n - Offline (if the agent is offline, the agent is not shown on the agent page).\n\n- Managers can only see agents in their assigned teams and any sub-teams they\n are a manager for on the agents page, so they can only change the status of\n agents who are on one of their assigned teams.\n\n- When the agent's workstation is offline, the log out feature won't update\n an agent's status in the agent list. That is, if the agent does not sign out\n and shuts down their system, their status will be updated at the time their\n system becomes active again.\n\n- The status \"Special Task\" is only available from the agent page view; agents\n don't see the \"Special Task\" status in their view.\n\nLog an agent out\n----------------\n\nAfter an agent is logged out or placed in offline status, the sign in\ndialog will be presented upon their next visit to the sign in screen or\nthe agent adapter.\n\n1. In the CCAI Platform portal, go to the **agents** display.\n\n2. By sorting or searching, locate the agent for whom you want to perform\n actions.\n\n3. Click the **actions** icon and select **log out agent**.\n\n4. Click **Logout** to confirm the action.\n\nChange an agent's status\n------------------------\n\n1. In the CCAI Platform portal, go to the **Agents** display.\n\n2. Locate the agent you want to perform actions for by sorting or searching.\n\n3. Click the actions icon for the specific user.\n\n4. Select from the list of available default and custom statuses.\n\n | **Note:** The status \"Special Task\" is only available from this view. Agents don't see the \"Special Task\" status in their view.\n\nFAQ\n---\n\nQ: Why is the agent I'm trying to log out still showing as logged in?\n\nA: Possible reasons include:\n\n- If the agent's workstation is offline (they shut it down), then\n CCAI Platform cannot reach the console and is unable to log the agent\n out until the system is active again.\n\n- If the agent is in In-call or In-chat, the log out feature is not available.\n\nQ: How can I change an agent from offline to another status?\n\nA: Agents who are offline don't appear on the **agent monitoring** display and\ntherefore are unable to have their status changed."]]
