Feedback Edit

Manage presence status

  • Article
  • 3 minutes to read

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

Presence is an indication of your availability or status in the application.

Agent presence status.

View your presence status

As an agent, you can view your presence status on the navigation bar. You can select the presence icon to launch the presence dialog and update your presence.

  • Offline presence status. Offline

  • Appear away presence status. Appear away

  • Do not disturb presence status. Do not disturb

  • Busy presence status. Busy

  • Available presence status. Available

  • Inactive presence status. Inactive

For the presence status or the icon to be displayed correctly, ensure that cookies are enabled in your browser for all modes.

Update your presence status

You can update the presence status in the following two ways:

  • Manually - Change the status manually according to your availability.

    To view and set the presence, select the presence icon on the navigation bar. In the Set Your Presence Status dialog, select a status from the list. The list shows the following standard presence statuses:

    • Offline
    • Appear away
    • Do not disturb
    • Busy
    • Available

    You might also see other additional presence statuses that your administrator configured for you.

    Set your presence status.

  • Automatically - The status is set automatically based on the work item assignment. That is, when a conversation (work item) is assigned to you, the status is updated based on the capacity as follows:

    • When your capacity is fully utilized, the presence is set to Do not disturb.
    • When your capacity is partially utilized, the presence is set to Busy.
    • When your capacity is not utilized, the presence is set to Available.
    • If you already have 10 sessions open, which is the maximum multi-session limit, and a new work item comes in, your status automatically changes to Do not disturb.
    • When you miss a notification and the missed notifications setting is enabled, the presence is set to Inactive.
    • When you reject a work notification and the agent reject notification setting is enabled, the presence is set to Do not disturb.

Understand presence status scenarios

Your presence status pertains to the following three conditions:

  • If the presence is Away or Offline, the system doesn't update the presence. However, you can manually change it.

  • If the presence is manually changed to Do not disturb, the system doesn't update the presence. However, you can again manually change it.

  • The system determines your presence based on your used or released capacity. The presence changes from Available to Busy, Busy to Do not disturb, Do not disturb to Busy, or Busy to Available.

The following scenarios describe how your presence status can be affected while you work with your customers.

Reconnect

When the system connection is disrupted because of network issues or when you refresh the browser and connect back, the system picks up your last known presence.

Sign in

When you sign in, your presence is set to the default presence if no work items have been assigned to you. If work items are assigned, your presence is automatically determined. However, if your default presence is set as Away or Offline, the system doesn’t change your presence.

Accept work items

When you accept a work item manually or it's assigned automatically, the system determines your presence based on your work capacity. However, if your presence is set to Away or Offline, or if you've manually changed your presence to Do not disturb, the system doesn’t change your presence.

Close work items

When you close a session, or resolve, cancel, or reroute a case, the system determines your presence based on your work capacity. However, if your presence is set to Away or Offline, or if you've manually changed your presence to Do not disturb, the system doesn’t change your presence.

Reset agent presence

When you reset the agent presence based on the missed notification or the agent reject notification, the system determines your presence based on your work capacity.

Troubleshoot display of presence

Why doesn't my presence load?

See also

View notifications Introduction to the agent interface Manage sessions Manage applications View the communication panel for conversations Monitor real-time customer sentiment