Agent Presence and Timers

Agent presence shows if an agent is available and able to receive conversations. Timers show the agent how long they have spent not ready, absent, or handling a conversation.

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 workload. The status is displayed in the directory and Dashboard.

Table 1. Agent Status
Icon Status
Free: the user has signed in, and has the status Ready and the profile Available. No active conversations.
Busy: the user has signed in, and has the status Ready and the profile Available, and has an active conversation, or has the profile Conference.
Away: the user has signed in and has the profile Away or Tentative.
Offline: the user has signed out.

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:

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

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.
  • : The agent has a phone device and is able to receive phone calls.
  • : The agent is capable of handling chat-type messages.
  • : The agent is capable of handling emails, tasks and action items depending on which item types the system is capable to handle.
  • : The agent is capable of handling video chats.