There used to be several options that would check that an agent is online. We've replaced these options with just one - Check that an agent is online when routing enquiries.
The system will check if the agent is not dismissed, is not on leave, is online (or has clocked in).
Working Time Management and check the agent's availability
If the Working Time Management option is enabled, the system will check if the employee is not on break or hasn't clocked out. If the employee is on break or has clocked out, the system will treat him/her as unavailable for routing enquiries.
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.
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.