Showing offline agents

In the table of the General tab, you can distinguish connected agents from offline agents. Offline agents are grayed out

Agents are considered offline if they have not connected to an agent handler for the duration defined in the agent group configuration.

You can customize this duration as well as how long agents can stay offline before they will be automatically deleted. For further information, refer to the section Removing obsolete agents from the console.

To define this duration:

  1. In an agent group’s Monitoring tab, go to the Disconnection and automatic deletion of agents section.
  2. Set the value of the Disconnection after setting. By default, agents are considered offline if they have not connected to their agent handler for seven consecutive days.
  3. Set the value of the Automatic deletion after parameter. Agents are deleted by default after 30 consecutive days of staying offline.