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This article tries to answer the questions that you might have on agent presence.
What happens when representative 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 representative have outside of working hours?
The presence status isn't calculated based on operating hours or work hour setting. Learn more in How presence is calculated.
What presence will a representative have when they sign in from multiple browsers?
The same presence status will persist across the different browsers. We recommend that customer service representatives (service representatives or representatives) don't sign in from multiple browsers.
Does presence change if representative gets into a consult chat or call?
Presence status is unaffected when representative joins a consult.
What happens to presence when representatives don't close conversations properly?
Stuck conversations can result in incorrect presence status because capacity is also blocked.
Is presence affected when representatives refresh their browser?
Representative status remains the same when they refresh their browser.
How is presence affected when representatives experience network issues?
See how presence status is updated to understand the behavior during network issues.
Does presence load when representatives 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.
Can I set default presence for representatives or group?
You can set default presence for each representative. It's not available for setting up in bulk.
Why is my presence not being reset to default when I select reset on a missed or reject notification message?
The system updates the presence based on capacity use.