FAQ on agent presence in Customer Service
This article tries to answer the questions that you might have on agent presence.
What happens when agent changes presence manually during a conversation?
To understand how presence works, see How do manual and automatic presence updates work together.
What presence does the agent have outside of working hours?
The presence status isn't calculated based on operating hours or work hour setting. For more information, see How presence is calculated.
What presence will an agent have when they sign in from multiple browsers?
The same presence status will persist across the different browsers. We recommend that agents don't sign in from multiple browsers.
Does presence change if agent gets into a consult chat or call?
Presence status is unaffected when agent joins a consult.
What happens to presence when agents don't close conversations properly?
Stuck conversations can result in incorrect presence status because capacity is also blocked.
Is presence affected when agents refresh their browser?
Agent status remains the same when they refresh their browser.
How is presence affected when agents experience network issues?
See how presence status is updated to understand the behavior during network issues.
Does presence load when agents have custom roles?
See the prerequisites that are required for the presence status to load correctly.
Can I view agent custom presence statuses in reports?
Yes, you can view agent custom presence statuses in the agent report for Omnichannel real-time analytics and Omnichannel historical analytics.