Engage Digital | Configuring presence statuses

As an administrator, you can add, edit, or delete the presence statuses available to agents. This simply involves adding, changing, or removing the words or phrases that let agents explain why they switched to the Away state. When you add a new presence status, it will be added to the list on the Presence statuses page. Agents in Routing mode will be able to see and use the new presence status right away.

Adding a presence status

To add a new presence status, follow these steps:
1. Navigate to Users > Presence statuses via the left-hand navigation bar
2. Click Add in the upper right-hand corner
3. In the Name field, type your desired word or phrase 
4. Click Save
You can edit or delete existing presence statuses at any time via the Edit pencil icon or Delete trash can icon (respectively) that appears at the far right when you hover your mouse cursor over the presence status.
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