Defining Agent's Presence

Each agent can customize the presence description displayed when the agent is available or unavailable. The queue server only understands the presence state, available or unavailable, but you can enter more specific presence descriptions when displaying or logging an agent's presence. If you do not enter presence descriptions, default values are used.

Access the Presence page using the following navigation path:

PeopleTools, and then MultiChannel Framework, and then Third-Party Configuration, and then MCF Third-Party Agents, and then Presence

This example illustrates the fields and controls on the Presence page. You can find definitions for the fields and controls later on this page.

The Presence page displaying the Agent ID and Name and having the following editable fields: Presence State and Presence Description.
Field or Control Description

Presence State

Select Available or Unavailable.

Presence Description

Enter a description for each agent state. The description appears in logs of agent activity and when agent presence is displayed.

Note: An available state has only one presence description, Available. For an unavailable state, you can enter any presence description, such as tea break, coffee break, lunch, and so on.