Agents and Agent Group Presence

Agents can be assigned to multiple agent groups, which are associated with different queues. When agent groups are created, an employee’s agents are assigned a default group presence, either Present or Absent. To handle interactions the employee can make themselves present in their agent groups using either Contact Center Client or Ignite.

It is important to note that agents may join or leave agent groups but not queues. Agents become absent from a queue indirectly if they leave all agent groups associated with that queue. An agent who is present in an agent group which is associated to all queues would be disassociated from all queues simultaneously if they became absent in their agent group