Why do my agent statuses differ between the assignee ticket field and Explore?

Question I notice that some agents don't appear as Online on the live dashboards in Analytics (formerly known as Explore). However, these agents show a green dot next to their username in the Assignee ticket field of tickets. Why does this happen? Answer Agents won't appear Online when the agent status is Transfers only. The live dashboards in Analytics don't show your team members as Online, but the Assignee ticket field shows a green dot for both Online and Transfers only

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Why do agent statuses differ between the assignee ticket field and
Explore? Why do team members show a green dot but do not appear as
Online on reporting dashboards? Why does our user status look different
in live analytics compared to the help desk inbox?


This difference occurs when the agent or support person status is
set to Transfers only. The live dashboards in Explore
or analytics do not show these team members as Online. However, the
Assignee ticket field displays a green dot for both
Online and Transfers only statuses.


