Agent Status, Presence Profiles and Capability Icons

These functions show if an agent is available and able to receive conversations.

What is the Agent Status?

You set the status to indicate if you are ready to receive conversations. Change the status by toggling the button Ready / Not Ready.

The actual status depends also on the selected presence profile and current work load. The status is displayed in the directory and Supervisor Dashboard.

What are Presence Profiles?

Presence profiles define a user's availability in the system. Profiles are defined by administrators.

The presence profiles are indicated by color-coded icons:

  • Away. The user cannot receive or handle conversations, except direct chats.
  • Available. The user is available for communication. With the status Ready, they can receive conversations
  • Tentative. The user is not available but may be able to receive conversations in certain cases.
  • Conference. Currently not supported in Communication Panel.
    Note:

    Conference profile is not related to three-way conference made from a consultation call, but refers to large conferences with several participants.

  • Logged off (seen in directory searches).

Profiles may have a pre-defined duration, after which the default profile returns automatically. For example, a Lunch can be 30 minutes.

Profiles can also be defined to add users to a queue group. When you select such a profile, you join all queues of the queue group the profile is connected to, and you are logged out from all other queues you had joined earlier.

What are Capability Icons?

Agents may have different devices or other capabilities in receiving conversations. For example, without an audio device one cannot receive phone calls. You can transfer a conversation only to an agent that has the appropriate capability.
  • Phone: The agent has a phone device and is able to receive phone calls.
  • Chat: The agent is capable of handling chat-type messages.
  • Email: The agent is capable of handling emails, tasks and action items depending on which item types the system is capable to handle.
  • Video chat: The agent is capable of handling video chats.
If an icon is greyed out, the agent cannot receive more conversations of that type.