Managing an agent's presence state in a Team Monitoring dashboard
Group access
To change an agent's presence state, you must have write access to any of the groups that the agent is in. Presence states of agents whose groups you have read-only access to, appear with an eye icon alongside the time the agent has spent in that presence state.
Table view
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.
When the agent finishes working with their interactions, including any wrap time, their state changes to their intended presence state.
Tile view
To change an agent's presence state, click the three dots on an agents tile and then select the applicable presence state.
When you hover over a major state (Ready, Away, Extended Away and Log out), the related minor states appear as a panel to the right of the quick actions.