Managing agent group presence and agent states
Agent group presence refers to whether an ACD agent is present in or absent from an agent group.
Agents present in an agent group can receive interactions in the Inbox, pick interactions out of queue, and be sent interactions from a supervisor. Agents absent from an agent group cannot handle interactions for the queue.
Agent states refers to an agent’s availability to receive ACD interactions. Examples of agent states include Available, Busy/Make Busy and Do Not Disturb. An agent’s state determines Ignite handling options available to them.
WEB - An agent in the Offline state is logged in to Ignite but their ACD agents are not logged in to the system. In this state interactions cannot be handled for the queue.
When you configure Agent Group Presence for agents who use an ACD softphone, you must set the default presence to Absent. If the presence is set to Present, agents will receive ACD calls when they log in to MiCollab, without logging in to Ignite.