...
An agent's presence state appears in the color of its presence category. The agent can select their presence state at any time. For information about changing presence state, see Changing presence states in Agent Workspace.
Most frequently used states
If there are 12 or fewer presence states in your account, all states in your account appear in the list.
If there are more than 12 available presence states, the 8 that the agent uses most frequently will appear in the list. The states appear in order of frequency, with the most frequently used at the top of the list. All states are available if the agent clicks Show all states.
Intended presence states
When an agent is involved in one or more interactions, they can select an intended presence state — an intended presence state is the presence state the agent will be in when they have finished working with all their interactions.
...