Managing an agent's presence state in a Team Monitoring dashboard

To change an agent's presence state, you must have write access to any of the groups that the agent is in. Presence states of agents whose groups you have read-only access to, appear with an eye icon  alongside the time the agent has spent in that presence state.

To change an agent's presence state, click the agent's presence state and then select the applicable presence state.

If you change an agent presence state while they are working on one or more interactions, their actual state does not change immediately and the presence state column shows the agent's intended presence. The agent's intended presence state is indicated by an icon.

When the agent finishes working with their interactions, including any wrap time, their state changes to their intended presence state.