In the Open Channel settings, there is the Check that an agent is online when routing enquiries option. If it is enabled, the system checks the availability of the operator for the distribution of dialogs. It takes into account: beginning, break and end of the day, leave, as well as whether the operator is online.
Where to find this option
Open the CRM section > Customers > Contact center.
Click on the Website widget block and select Open Channel, CRM form.
In the Open Channel section, click Configure.
The Open Channel settings page will be opened.
Working time and agent's availability
If the Working Time Management option is enabled, the system will check if If the operator has a break or the working day is over. In these cases, he/she will be considered unavailable for the distribution of dialogs.
If the Working Time Management option is disabled or is not available on your Bitrix24 plan, the system will check if the agent status is online/offline.
Online/offline status
If an agent works with Bitrix24 in a browser and there are no problems with the Internet connection, the agent will be treated as having the "online" status.
If an agent uses the Bitrix24 Desktop app, the system will use the Desktop app to check the agent status. If the agent doesn't perform any actions on his/her computer for 25 minutes (3 minutes if you have Bitrix24 On-Premise) or locks his/her computer, the user will have the Away for N minutes status, and he/she will be treated as having the "offline" status.
Away and Don't disturb statuses that can be selected manually don't affect the online/offline status check.
Disable the Check that an agent is online when routing enquiries option if you want the system to assign conversations irrespective of agent status.