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

Question

I shut down my computer after my shift but I still got missed calls when I opened Zendesk the next day. Does shutting down the computer automatically set the Voice (formerly Talk) status to offline?

Answer

No. An agent's Voice status changes automatically based on how you use omnichannel routing:

If you activated omnichannel routing and an agent closes their browser or shuts down their computer, their Voice status automatically changes to offline after a few minutes

If you deactivated omnichannel routing and an agent shuts down their computer, their Voice status doesn't automatically change to offline. They need to set their status manually.

Note: Omnichannel routing is the default routing experience for all new and trial Zendesk Suite customers created on or after December 11.

See Best practices for voice support.