Anytime an Agent uses an Active Status to indicate what they are working on (e.g., Training), the Idle Timing setting will still apply regardless of the Active Status they chose, as long as they are logged into Gladly. For example, suppose there's an Active Status called "Coaching" that Agents who help train and coach other Agents use. If Gladly detects no activity (i.e., the Agent whose coaching and their mouse not moving), they'll be placed in an Away state based on your Idle Timing settings.
They will be asked what they did upon their return and must select a reason to access Gladly again.
