A supervisor is able to manage the Agent presence state of his assigned agents. This option is available in widgets such as Agent States and Agent Dimension by clicking on a respective agent.

(tick) Precondition: The agent must be online for the presence state selection controls to appear.

Duty Profile

A Supervisor can override the Duty Profile set by other agents.

Setting the duty profile of other agents

Agents with RBAC access to Frontend or the Agent Assist application installed can also select their assigned Duty Profiles.

(info) This will directly impact their call selectability as described in Assigning Agent Traits and Duty Profiles

RONA State

A "RONA" (Redirect on no Answer) state is automatically applied to any Agent that missed or declined a call. By default Stratus Agent will continue to select the next available Agent instead. During RONA an Agent is not considered for the call distribution until the state is reset.

RONA state reset and how it is reflected in SfB

Reset RONA State

Any Supervisor in the same Organization Units (Service) as the Agent is able to reset this state resulting in the Agent receiving calls again. This can be done by clicking the 'Reset RONA' button ( ) in actions menu.
Upon clicking this button, a confirmation pop-up with 'Are you sure you want to reset RONA?' message appears. If the Supervisor clicks 'OK', then RONA is reset. If user clicks 'Cancel', then RONA is still set to the corresponding Agent.

(info) Agents can also reset their RONA State via Agent Assistant.