Configuring agent and agent group presence settings

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. Employees whose agents’ default presence is Absent, in all agent groups, will be set in the Logged In Not Present state when they log in to the system. To handle interactions the employees can make themselves present in their agent groups using either Contact Center Client or Ignite. Employees whose agents' default presence is Present are put in an Idle state when they log in and are able to receive interactions.

Agent Group Presence has several licensing and configuration prerequisites:

For supervisors or system administrators to use Agent Group Presence, they must log into Contact Center Client as a non-administrative user. They also require a valid employee license.
Supervisors require either an Advanced Supervisor or System Administrator license to control Agent Group Presence in Interactive Contact Center.
For supervisors to control Agent Group Presence in Interactive Contact Center, the agent must be enabled for Real-time monitoring. For information on enabling Real-time monitoring for agents, see "Managing the media types an employee can handle".

Agent Group Presence requires that specific security roles be enabled:

To control employee presence status in Interactive Contact Center, you must enable 'May change the real-time presence states of devices in Interactive Contact Center'.
To control your own presence status in Interactive Contact Center, you must enable 'May control my real-time presence status in Interactive Contact Center'.

For more information, see "Configuring security Roles".

Agent group presence best practices

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. Since the goal of agent group presence is to provide a dynamic response to varying queue activity, allowing agents to become absent from all queues simultaneously is counterproductive.

As a best practice, we recommend you associate agent groups to queues based on business groups within your organization. A unique agent group to business group queue association allows agents who leave an agent group associated to a particular business group to remain present in an agent group associated to another business group.