Presence statuses are labels you can create that agents can use in Routing mode to specify why they are unavailable. In Routing mode, agents indicate that they are unavailable by switching to the Away state. If an agent manually changes their agent state from Available to Away, the platform will not send interactions to them. But agents can have different reasons to switch to the Away state. This is where presence statuses come in. Depending on your business needs, you can create presence statuses that correspond to these reasons, such as Lunch break or On a customer chat.
In Routing mode, agents can see or change their current state or presence status using the button on the upper-right corner of the Agent interface. See Agent states
for more information.