Changing presence states in Agent Workspace

Agent Workspace displays your presence state in the top banner, alongside quick settings, the app selector, and your avatar. For information about your presence state, see Agent states in Agent Workspace.

How do I change my presence state?

When you first log in, your presence state is set to the initial login state for your account.

You can manually change your presence state at any time. To do so, click your current presence state. A list containing available presence states appears — the available states vary depending on your current activity.

• If there are 12 or fewer available presence states, all states appear in the list.
  
• If there are more than 12 available presence states, the eight states you use most frequently appear in the list. The states appear in order of frequency, with the most frequently used at the top of the list. (Changes to this order take effect only after you refresh your browser or log out and log back in.)
  
  Click Show all states to see all available states, in alphabetical order, if required. Optionally, type to search the list of presence states.
   

Each state appears in the color of its presence state category.

• If you are not currently handling any interactions, select an available minor presence state from the list. Your state will change immediately.
• If you are handling one or more interactions, when you hover over the states, an icon appears alongside each state. This icon indicates that you are selecting an intended presence state and your actual presence state will not change immediately.
  
  When you select an available minor presence state from the list, your intended presence state appears in Agent Workspace along with the intended presence state icon.
  
  When you finish working with your interactions, including any wrap time, your state changes to your intended presence state.

Whenever you manually change your presence state, you remain in that state permanently, until you manually change it again.

What happens if I am inactive for a long time?

If you are inactive — that is, you do not change state or work with any interactions — for 12 hours or more, VCC will end your browser session to protect your security. Your agent within VCC will still be in the state you were in before the session timed out. Real-time Analytics will still show you as active, and VCC can still route interactions to you if you were previously available to handle them.

If you are likely to be inactive for 12 hours or more, we recommend that you log out until you need to use Agent Workspace again. For information about logging out of Agent Workspace, see Logging out of Agent Workspace.