Adjusting Agent Group Presence in Ignite

If agents have the required permissions, they can make themselves present in, or absent from, agent groups.

Adjusting Agent Group Presence enables agents to make themselves available or unavailable for interactions of different media types. For example, agents belonging to the Sales (voice and chat) and the Training (email) agent groups can make themselves available to answer only email interactions by becoming absent from the Sales group.

Agents can also make themselves available or unavailable to answer interactions of specific media types. For example, the agent makes herself available to answer only Sales voice interactions by becoming absent from chat in the Sales agent group.

Agents can also make themselves available or unavailable to all agent groups of which they are members, in one action.

DESKTOP - When agents are not present in any of their agent groups, Ignite’s Status bar displays a ‘Time Logged in Not Present’ status. See "The Status bar (DESKTOP)" for more information.

WEB - When agents are not present in any of their agent groups, their state becomes Away (Not Present). See "Viewing agent state and state statistics (WEB)".

Note:

Agents may be made automatically present in their agent groups upon logging in to Ignite, with multimedia interactions routing as soon as the login is complete. This is an administrative configuration and is not controlled by the agent. However, without this administrative configuration, agents must make themselves present in agent groups in order to be offered interactions.

The following procedures explain how to:
  • Become present to an agent group
  • Become absent from an agent group
  • Become either present in or absent from all agent groups
  • Become available or unavailable to answer interactions of a specific media type
  • Apply default Agent Group Presence settings (DESKTOP)
To become present in an agent group (DESKTOP):
  1. In the Sidebar, click the Agent Group Presence button.
  2. Select the group or groups from the Agent Group Presence screen and click Apply. Multimedia interactions begin routing.
To become present in an agent group (WEB):
  1. Click your avatar and select Agent Groups.
  2. Hover over the agent group’s avatar and select Join <Agent Group name>.
  3. Click Update.
To become absent from an agent group (DESKTOP):
  1. In the Sidebar, click the Agent Group Presence button.
  2. Deselect the group or groups from the Agent Group Presence screen and click Apply.
To become absent from an agent group (WEB):
  1. Click your avatar and select Agent Groups.
  2. Hover over the agent group’s avatar and select Leave <Agent Group name>.
  3. Click Update.
To become either present in or absent from all agent groups (DESKTOP):
  1. In the Sidebar, click the Agent Group Presence button.
  2. To become present to all agent groups, click Select All.
  3. Click Apply.

    You become present in all agent groups and media types within the group.

  4. To become absent from all agent groups, click Clear All.
  5. Click Apply.

    You become absent from all agent groups and media types within the group.

To become either present in or absent from all agent groups (WEB):
  1. Click your avatar and select All Agent Groups.
  2. To become present in all agent groups, click Join All > Update.
  3. To become absent from all agent groups, click Leave All > Update.
To become available or unavailable to answer interactions of a specific media type (DESKTOP):
  1. In the Sidebar, click the Agent Group Presence button.
  2. To become available to answer interactions of a specific media type, click the media icon in the agent group so the icon displays a blue background.
  3. To become unavailable to answer interactions of a specific media type, click the media icon in the agent group so the icon displays a white background.
  4. Click Apply.
To become available or unavailable to answer interactions of a specific media type (WEB):
  1. Click your avatar and select Agent Groups.
  2. To become available to answer interactions of a specific media type, click the media icon in the agent group so the icon displays in blue.
  3. To become unavailable to answer interactions of a specific media type, click the media icon in the agent group so the icon displays in grey.
  4. Click Update.
To apply default agent group presence settings (DESKTOP):
  1. On the Agent Group Presence screen, click Defaults.
  2. Click Apply.
Parent topic: Getting started with Ignite (WEB)
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