Current State:

When an agent manually sets their availability to Unavailable (e.g., to focus on a major incident or high-priority work), the Auto Status feature detects their continued JSM activity (clicks, scrolling, keystrokes) and automatically transitions them back to Available. This causes the agent to be routed new work items and Live Chats despite explicitly indicating they are not available to take on additional work.

Proposed Future State:

When an agent manually sets their status to Unavailable, the system should respect and lock that status regardless of continued JSM activity. Auto Status should only resume managing the agent's availability after the agent explicitly sets themselves back to Available. This ensures that agents working on major incidents, complex escalations, or other focused tasks within JSM are not interrupted by new routing while still being able to interact with the platform. The system should track whether the last status change was manual or automatic, and pause auto-transitions when the last change was a deliberate manual override to Unavailable.