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, an agent belongs to the Sales (voice and chat) and the Training (email) agent groups. This agent makes herself 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.

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 into 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
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 (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.

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 (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.
Parent topic: Managing agent group presence and agent states