Idle Duration Calculation for User Presence in Omni-Channel

Example Scenario:
 

An agent logs in to Omni-Channel at 8:00:00 am and receive their first routed work item at 8:00:30 am. The idle duration will be a total of 30 seconds at this time.

If more work items are routed to the agent while they still have active work item tabs open, the idle duration will not increase. In this scenario, the agent's idle duration would remain at 30 seconds.

It isn't until the agent has closed out all work items tabs in their console that their available capacity falls back to 0 and then accepts a new work item that the idle duration clock will begin increasing again.


See also: Fields for User Presence Records