_ExcerptContactPadPresence

Owned by Helen Griffith
Oct 21, 2021
1 min read



Presence states and interaction states

If enabled for your account, along with the agent's state—more accurately described as their 'presence state'—ContactPad displays the agent's state in relation to any interactions they are working with—their 'interaction state'. This additional information indicates whether the agent is available to work with other interactions:

  • If the agent is in a Ready presence state and not working with an interaction, (Idle) appears in the state bar.

  • If the agent is in a Ready presence state and working with an interaction, (Working) appears in the state bar. Even though the agent is busy, they are still Ready to work, as opposed to being Away from their desk or logged out.

  • If the agent is in a Ready presence state, but has clicked to initiate an outbound interaction, (Offline) appears in the state bar.



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