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View custom presence in historical and real-time analytics

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Important

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Enabled for Public preview Early access General availability
Admins, makers, marketers, or analysts, automatically - - Apr 30, 2024

Business value

Custom presence statuses offer granular insights into agent availability. This enhancement is about the integration of custom presence information into agent reports, empowering supervisors and administrators to do better workforce management.

Feature details

This feature enhances the reporting of agent presence information by including custom statuses as well. Custom statuses, such as lunch break or training, will be visible in agent reports such as real-time and historical analytics, as well as Agent Status History views. Customers who want to build custom reports in Dynamics can also make use of this complete agent availability information present in the 'msdynagentstatushistory' entity.

Lunch break is the custom presence set for the agent.

See also

Custom presence status (docs)