Release Note

Operator presence record tracks disconnected status of operators

The state attribute in the operator presence record now tracks the operator connection status of DISCONNECTED, in addition to tracking the operator connection status of ACTIVE, AWAY, or OFFLINE. Operators are disconnected if their browser crashes, if they close a browser session without logging out of the system, or if the network connection is down. The DISCONNECTED status helps prevent work from being routed to operators who are not online or not available.

When the operator restores the browser session or the network connection is restored, the Pega® Platform updates the operator connection status to ACTIVE.

For more information, see Tracking the online presence of operators.