In Dynamics CRM, the agent's status is controlled by their supervisor as not all agents will work every day. We are open Monday-Saturday and some agents work different days, rotating Saturdays. In Dynamics, the supervisor would make agents active to be assigned cases each morning so that agents who are not working that day do not receive tickets. Agents are not allowed to deactivate themselves.

The way the department is set up that uses this service is set up in this way. Each agent is a call center rep, whose main objective is to answer phone calls, but also must answer their tickets/emails by end of day. They will not always be logged in to Zoho Desk and occasionally may only have Zoho portal pulled up while responding to cases/tickets.

That said, I have some questions about the way Zoho works with regard to how users are considered "online" or "offline". I have done some searching and reading and I could not find an answer to these particular questions.