The scope of a Contact Centre Agent is similar to the access level of a Basic User, but they can also view information in the queue(s) they have been assigned to, record their call dispositions, and log-in/log-odd from their assigned queues.
Best Practice:
Agents should manually change their status to “online” when they begin their shift and “offline”when they end their shift, rather than simply logging in & out of the portal.
Closing a tab does not log an agent out of the portal.
Alternatively configure Busy Lamp Fields on handsets to log in and out of queues.