Floor Idle and Logged in

The Floor Advisors list and the Wallboard roster show two clocks next to every seat: Idle and Logged in. Both refresh on the Floor poll. They use the same presence model as the Available / On call tiles. There is no second presence system.

This guide matches those clocks. /learn/floor redirects here.

Where they appear

• Floor Advisors — every signed-in seat sees Idle and Logged in on the Advisors list.
• Wallboard — admins and supervisors see the same roster. Agents do not see Wallboard.

Presence in the header is still Available, On a call, Wrap-up, or Break. The clocks sit beside that status. They do not replace it.

What Idle means

Idle is how long an Available seat has been Available since the last presence write (lastSeenAt).

• Available, and not on a live call: Idle shows a compact duration such as <1m, 3m, 1h 12m, or 1d 2h.
• On a call, wrap-up, break, and offline show —. That seat is not idle.
• A live in-progress call counts as On a call even when presence has not caught up. Idle is — for that seat. That is the same rule as the Available / On call tiles.
• If lastSeenAt is missing or not a real time, Idle says Unknown. Dialcove does not invent a duration.

What Logged in means

Logged in is how long the current sign-in has been open. The clock is User.loggedInAt, written when that person signs in.

The timestamp is cleared on sign-out, force logout, password reset, and deactivate. The next sign-in starts a new clock.

Unknown until the next sign-in. Seats that were already online when this field shipped have no loggedInAt yet. Their row says Unknown until they sign in again. A missing or unusable timestamp also says Unknown. Dialcove does not invent a logged-in duration.

Help and Ask

After sign-in, these phrases open the Floor:

• Agent idle time
• Advisor idle time
• Floor idle
• Who's been idle
• How long logged in
• How long on the floor

Who is available stays on Wallboard. That phrase is presence, not the Idle clock.

Floor guide, idle time guide, and logged in guide open this post from Help and from public Ask. On the public Ask page, the idle and logged-in phrases above open this guide. After sign-in they open the Floor.

What this guide does not claim

Idle is the Available clock on the roster. It is not talk time and not a Reports total. Dialcove does not invent a duration when the timestamp is missing. This guide does not change hang-up, wrap-up, ring, or the softphone dock. See Wrap-up, disposition, and hang up and Features.