Hello Zoho Voice Team,
We would like to submit a feature request regarding agent availability status handling across the Zoho ecosystem, specifically improving how Zoho Voice determines whether an agent is truly online or offline.
Current Behavior
At present, Zoho Voice agent status is:
Manually set by the agent within Zoho Voice (dialer/web/mobile) and it’s persistent until manually changed, even if the agent disconnects
Not synchronized with any other Zoho applications.
This leads to situations where:
An agent appears “Available” in Zoho Voice even though they are no longer actively connected to Zoho Voice or any call-capable endpoint And may only be logged into unrelated Zoho apps (e.g. Zoho Mail or Zoho Cliq) that do not provide call handling capability
As a result, the system may incorrectly treat the agent as available for call routing.
Problem Statement
The current model creates a gap between the declared availability (manual status in Zoho Voice) and the actual operational availability (active connection to Zoho Voice-capable systems)
This can lead to scenarios where:
- Calls are routed to agents who cannot actually receive them
- The system delays triggering “offline agents” fallback logic
- Queue behavior does not accurately reflect real staffing conditions
- Supervisors are misled by inaccurate real-time availability data
Use Case
A typical scenario:
An agent logs into Zoho Voice and sets status to “Available”
The agent later disconnects from Zoho Voice (closes browser, loses session, or logs out unintentionally)
The agent remains logged into other Zoho applications (e.g. Zoho Mail or Zoho Cliq)
Zoho Voice continues to display the agent as “Available”
Incoming calls may be routed incorrectly or remain in queue under the assumption that the agent is reachable
This creates operational inconsistency between system state and real-world availability.
Requested Enhancement
We would like Zoho Voice to introduce automatic offline detection logic based on active Zoho ecosystem connectivity:
Automatic Offline Detection - If a user is not actively connected to any Zoho application that supports voice interaction, such as: Zoho Voice, Zoho Desk, Zoho CRM, Zoho Recruit - Then the system should automatically mark the agent as Offline
Availability should be determined by:
Active Zoho Voice session OR
Active integrated telephony session within Zoho Desk / CRM / Recruit
Presence of a valid call-capable endpoint/device
If none of the above are active, the agent should automatically transition to Offline state, regardless of previous manual selection.
Business Benefits
This enhancement would:
- Improve accuracy of real-time agent availability reporting
- Prevent routing of calls to inactive or unreachable agents
- Ensure queue logic reflects actual operational capacity
- Reduce false “available agent” conditions in workforce management
- Improve caller experience by minimizing failed or missed call routing attempts
- Align Zoho Voice behavior with modern presence-based contact center systems
Conclusion
We believe agent availability should reflect real system connectivity and actual call-capable presence, not only a manually set status that can remain outdated after disconnection.
Introducing automatic offline detection based on active Zoho ecosystem sessions would significantly improve reliability, routing accuracy, and overall contact center performance.
Thank you for your consideration.
Kind regards,
Ram