All users can change their status to Available, Busy, Away, Break, Meal, Meeting, Training, or Out of Office. These statuses affect whether PureCloud sends a user’s incoming calls to voicemail. For more information about those statuses, see Presence, status, and activity indicators. Agents can also change their status to On Queue to allow them to accept interactions.
For agents, presence and status also factor into reports so supervisors can see how long agents are on queue, handling interactions, taking breaks, or participating in meetings or training.
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Types of status, presence, and activity specific to agents
Presence indicators appear as colored rings around profile pictures. Status indicators are the words that are the same color as the presence indicator. An agent’s current activity displays as words or icons near the status.Presence, status, or activity Indicator Description On Queue The agent is available to accept new interactions. Unlike other presences, agents set their status to On Queue from the top menu bar instead of in user settings. On Queue and working with interactions The agent is On Queue and handling interactions. PureCloud displays the amount and type of interactions the agent is currently handling. On Queue and Not Responding The agent is On Queue but has declined an interaction or did not accept an interaction within a certain amount of time. Declined or not answered interactions reenter the queue. While Not Responding, the agent does not receive new interactions, but they can continue any interactions they have already accepted. Agents stay On Queue and Not Responding until they make themselves eligible for interactions again, choose another status, go Off Queue, or log самый лучший статус для агента out.
Presence, status, and activity indicators
Presence and status explained (video) Presence, status, and activity let others know immediately if you…
Change presence and status
To update your presence, change your status in user settings. For more information about statuses,…
On Queue and Off Queue
Prerequisites PureCloud User default role Agents can go on queue to become available to receive interactions.…
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