#1559: What is the difference between the Online, Offline, In progress and Break statuses?

Question

What is the difference between the statuses in the profile:

Answer

All statuses affect the operation of Auto-assignment:

• Online - requests will be assigned to the employee via auto-assignment.
• Offline - no requests are assigned to the employee via auto-assignment. If the load balancer is enabled, and an employee with Offline status has a request reopened, the balancer may remove it and assign another responsible party.
• In progress and Break - no new requests are assigned to the employee via auto-assignment and are not removed by the balancer if reopened. The difference between these statuses lies only in the name, which helps the manager understand what the employee is doing.
  Break status means that the employee has stepped away, for example, for lunch or coffee.
  In progress status means that the employee is busy with a task and cannot take new requests at the moment.