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To change an agent's presence state, click the agent's presence state and then select the applicable presence state.
You can also change the agent's presence state in the agent's side panel. For information about opening the agent's side panel, see the Viewing an individual agent in a dashboard section in Viewing a Team Monitoring dashboard.
If you change an agent presence state while they are working on one or more interactions, their actual state does not change immediately and the presence state column shows the agent's intended presence. The agent's intended presence state is indicated by an icon.
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