The use of 'Presence States' allows you map custom activities to up to four presence states used in either Microsoft Teams or Skype for Business.
These "rich" presence states and their activities are used for configuration of custom reason types (NRR - Not Ready Reasons). Agents can later pick them from within using the Agent Assistant client application.
The configuration consists of the following parts:
Why use Presence States?
Usage of this feature is completely optional. However, it allows for a more diversified status identification of your agents and also extends reporting capabilities to by further breaking down the busy-activities of your agents.
Presence State Definition
The 'Presence States' page is accessible on Settings -> Agents section -> Presence States
To add a new presence state, click '+ Add' button and fill the settings.
By clicking a specific Presence State entry in the list you can edit its details:
Presence State contains the following settings:
Select Organization Unit to which the presence state will be assigned.
List of pre-defined SfB states:
Name of custom activity that can be connected to desirable availability. One availability can be selected for a few activities.
Delete Presence State
To delete the existing state, choose the appropriate activity and click 'Delete' button.