Omnichannel & Agent Presence
What is agent presence?
Agent presence is an indication of your agent’s availability to take up work in Dynamics 365 Customer Service. These are similar to what we are used to seeing when working within Microsoft Teams and our status setting!
Providing a user has been assigned to an omnichannel agent or supervisor role and other prerequisites, such as unified routing has been enabled, the Agents presence will populate correctly.
Out of the Box Agent Presence
Available (Default)
Appear away
Busy
Don't disturb
Offline
Inactive
It’s worth noting that you can’t modify or delete the out-of-the-box presence statuses. Also, the Inactive status isn’t actually available for the person logging in to select; it’s set by the system automatically when a user (agent) misses notifications.
You can however modify the default presence for agents when they sign into Customer Service workspace. As the default out of box presence is Avaialable, this will mean that agents are automatically routed work (calls, chats etc) when they log in.
If you would like agents to have some time when they log in before they start work, the default can be set to another presence via Customer support > User Management > Omnichannel Users > Default Presence. It’s possible that you can set this Presence to something more custom also such as “Morning Quiet Time”.
Custom Presence
It is possible to create a custom presence but you still need to consider the out of box base presence status of availability for work. Eg. If you create “Morning quiet time” you would need to set the base to “Away” but the text which is shown would display as Morning Quiet Time instead of OOB Away presence status
How to create a Custom Presence
In the site map of Customer Service admin center or Contact Center admin center, in Agent experience, select Productivity.
Select Manage for Custom Presence.
On the command bar, select New to create a presence record.
On the Summary tab, provide the following information:
Name: Enter a name for the custom presence status.
Presence Text: Enter presence text that should be associated with the new custom entity.
Base Status: Select the most applicable base status in the list.
Description: Enter a brief description of the custom presence record.
Select Save.
