How do I set agent availability?

Agent availability indicates whether an agent is available. Agents are automatically assigned SRs. They don't need to make themselves available.to work help desk requests.

Setting Presence

If an agent who's accepting chat offers changes their presence state from present or available to busy, then the agent's chat availability status is automatically changed to unavailable, and no chats will be sent to that agent. For non-real-time work, agents can remain available, though. For instance, an agent might go to lunch and change presence state to busy which prevents real-time work offers, but the agent could still get non-real-time work assigned (assuming the agent has capacity).

Note:

Based on the SVC_OMNI_DISABLE_WORK_ITEM_AVAILABILITY_SELECTION profile option setting, the application restricts agents from blocking new work assignments. The application assigns new work to agents until their maximum capacity is reached.