Does shutting down my computer set my Voice status to Offline?

Question

I shut down my computer after my shift, but my manager or admin still saw me as Online, or I noticed missed calls the next day. Does shutting down my computer automatically set my Voice status to Offline?

Answer

No. Shutting down your computer does not always immediately set your Voice (formerly Talk) status to Offline.

How your Voice status changes depends on whether omnichannel routing is enabled:

If omnichannel routing is enabled and an agent closes their browser or shuts down their computer, their Voice status usually changes to Offline automatically after a few minutes

If omnichannel routing is disabled and an agent shuts down their computer, their Voice status does not automatically change to Offline. The agent must set their status manually

Because of this, an agent may still appear Online to a manager or admin for some time if their status did not update as expected. To avoid appearing available when you are no longer working:

If omnichannel routing is disabled, manually set your Voice status to Offline before ending your shift

Do not rely on closing your browser, shutting down your computer, or losing your network connection to always update your status immediately

Note: Omnichannel routing with unified agent statuses is the default routing experience for all new and trial Zendesk Suite customers created on or after December 11, 2024.

For more information, See Best practices for providing voice support.