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.
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.