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

<h2 id="h_01HYBAYSYE6D5MS9R76RP14V1N">Question</h2><p>I notice that some agents don't appear as <strong>Online</strong> on the <a href="https://support.zendesk.com/hc/en-us/articles/4422485166746-Seeing-live-agent-status-and-activities-with-Explore" target="_blank" rel="noopener noreferrer">live dashboards in Analytics</a> (formerly known as Explore). However, these agents show a green dot next to their username in the <strong>Assignee</strong> ticket field of tickets. Why does this happen?</p><h2 id="h_01HYBAYSYEBM197897FQ8P2KW9">Answer</h2><p>Agents won't appear <strong>Online</strong> when the agent status is <strong>Transfers only</strong>.</p><ul><li data-list-item-id="e28797471474cbdfb55988a4af8a1d704">The live dashboards in Analytics don't show your team members as <strong>Online</strong>, but the <strong>Assignee</strong> ticket field shows a green dot for both <strong>Online</strong> and <strong>Transfers only</strong>
</li></ul><p><img class="wysiwyg-image-resized" style="width: 500px;" src="https://support.zendesk.com/hc/article_attachments/10569892254618" alt="Assignee ticket field"></p><style>
.ai-only {
position: absolute !important;
width: 1px !important;
height: 1px !important;
padding: 0 !important;
margin: -1px !important;
overflow: hidden !important;
clip: rect(0, 0, 0, 0) !important;
white-space: nowrap !important;
border: 0 !important;
}
</style>
<div class="ai-only" aria-hidden="true">
<details>
<summary>THIS SECTION IS AI CONTENT. DON'T EDIT OR DELETE.</summary>
<h2 id="h_01KS0HHZ3GGD48CH540GFPS4BM">
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?
</h2>
<p>
This difference occurs when the agent or support person status is
set to Transfers only. The live dashboards in <strong>Explore</strong>
or analytics do not show these team members as Online. However, the
<strong>Assignee</strong> ticket field displays a green dot for both
Online and Transfers only statuses.
</p>
</details>
</div>