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Status Under review
Created by Kevin Backhus
Created on Mar 10, 2022

Idle behavior shows users offline even though they are available and logged into RC.

I've noticed that when not using RC but logged in (running in the background idle) it will change the status for users from a green dot to a gray dot (offline). Even though users are available for a call. Fellow coworkers think the user is offline when in reality they are not. This behavior is counterintuitive- It seems to me that a new idle status would work as opposed to showing user offline. Or maintain current status of available

  • JP Carlin
    May 23, 2023

    Same concern here. Our testing yielded:

    • If a user is on their RingCentral smartphone app, and changes focus away from that app (switches to a different front app), then the HUD status for that user immediately changes to Offline. This is NOT an expected result.

    • If a user is on their RingCentral desktop app OR web app, navigating to a different tab keeps their status on Active. Closing that tab changes their status to Offline. This IS an expected result.

    In our opinion, the smartphone app result is highly unexpected. From a user management perspective, you want to know if your agents are dodging calls, or if they are signed in on time and available to take calls. It doesn't make sense to change a user's status on the HUD to offline if they are truly online on their smartphone app, but have a different app in front. Offline doesn't accurately describe the fact that they are actually online and available to take calls.

    We would suggest that your team updates the product to add an Idle status like most chat apps have. Or, if that is too much, implement a timer system where the user only switches to Offline on their smartphone app if they don't have RC as their front app for a period of time, like 10 minutes.

    This is heavily tied to a related issue. We have expressed concern in the past over the lack of transparency on the 'Accept queue calls' button. Right now an agent can turn off that radio button and there is no way for management to view it. There used to be an option to see it on the web version where a user had an orange status, but that seems to have been removed. An agent can easily scam the system because of RingCentral's inadequacy here, and we feel this should be a high priority to address.

  • Cristofer Cruz
    Dec 21, 2022

    This is also an issue for us. Status "Offline" with gray dot is also used as the status/indicator when a user actively sets their status to Invisible. There needs to be differentiation between actively going invisible and being idle.

    I agree with Dan, "Idle" should be a separate status and should show the status dot color as yellow.

  • Kristina Manes
    Dec 16, 2022

    This is the 3rd time this month all our users show offline but have previously shown available. No one can change their own status.

  • David Huemer
    May 2, 2022

    i'm joinning my predecessor. A idle state, that is not grey (invisible), should be integrated to keep track of the users logged in.

  • Dan Brown
    Apr 18, 2022

    Agreed. There should be a dedicated status to show "online but idle" users along with their idle time. Idle users should NOT automatically move to the "invisible" status because this is misleading especially when a user is online but goes idle...or is not logged in on any system/device. Need to show the following status...1) Invisible (Gray - not logged in anywhere or logged in but hidden from view). 2) Available (Green - self explanatory). 3) Idle - (Yellow - Online but left idle for xx minutes/hours). 4) DND (self-explanatory).


Looking for the desktop app not to go idle when the computer is active in other applications

Some of our users are using laptops and do not have a secondary screen to keep the RC app open in. We are noticing that the app is going grey/invisible/idle - when in PowerPoint, Word or writing a long email. We want the app to not set a user to i...
Jake Fletcher IT 7 months ago in RingCentral Web/Desktop App 0 Under review