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Presence statuses are how each agent indicates their availability: whether they’re on duty, on a break, in a meeting, at lunch, etc.

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What they’re for

  • Team clarity: everyone sees who is available and who isn’t.
  • Routing: conversations are only offered to whoever is ready to receive them. See Routing.
  • Reports: time in each status feeds the occupancy and adherence metrics. See Reports.

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Customize them

Beyond the basic statuses, you can create your own (for example, “Training” or “Internal tasks”) to reflect how your team works.
They’re configured in Settings → Presence statuses. Each agent changes their own from the top bar.