Status & Presence Management Status and Presence are the "line state" indicators that tell the ACD engine whether an agent is available to receive an interaction. While primary statuses are system-defined and cannot be deleted, administrators have significant control over secondary statuses for granular workforce tracking and reporting. Configured under Admin → Account Settings → Organization Settings → Status Management . Navigation Path Step Path 1 Click Admin 2 Under Account Settings , click Organization Settings 3 Click the Status Management tab Required permission: Presence Definition > Edit 1. Status Hierarchy: Primary vs. Secondary Genesys Cloud uses a two-level hierarchy for presence management. Primary Statuses (System-Defined) Primary statuses are hard-coded by Genesys Cloud and cannot be created, renamed, or deleted. They define the base routing behavior of the agent. Primary Status ACD Behavior Calls Accepted? On Queue Agent is active and available to receive ACD interactions ✅ Yes Available Agent is logged in but not On Queue ❌ No (non-ACD only) Busy Agent is occupied ❌ No Away Agent is temporarily unavailable ❌ No Break Agent is on a break ❌ No Meal Agent is at lunch/meal ❌ No Meeting Agent is in a meeting ❌ No Training Agent is in training ❌ No Idle Agent is logged in but idle ❌ No Offline Agent is logged out ❌ No Secondary Statuses (Admin-Defined) Secondary statuses provide the "why" behind a primary status. They are created and managed by administrators and provide context for workforce reporting and management. Item Detail Maximum active secondary statuses Up to 30 per primary status Deactivated statuses Do not count toward the 30-status limit. Can be reactivated later. Required permission Presence Definition > Edit + Admin role Examples: Primary Status Secondary Status Examples Away Away – Lunch, Away – Break, Away – Team Meeting, Away – Training Busy Busy – Administration, Busy – After Call Work, Busy – Documentation On Queue On Queue – Inbound, On Queue – Outbound 2. Configuration & Limits Limit Value Active secondary statuses per primary 30 Deactivated statuses Unlimited (do not count toward limit) Divisions per secondary status One or more — can be restricted to specific divisions Status management actions available: Action Description Add Create a new secondary status for a primary status Deactivate Remove a status from agent view without deleting it permanently Reactivate Restore a previously deactivated status Translate Add localized labels for multi-language organizations Assign to Division Restrict visibility of a status to specific divisions 3. Division Assignment (Contextual Presence) Secondary statuses can be scoped to specific divisions, so agents only see the status options relevant to their team. Without Division Assignment With Division Assignment All 30 statuses visible to all agents org-wide Each division sees only its relevant statuses Agents may be overwhelmed by irrelevant options Cleaner UI, less agent confusion Reporting is org-wide only Reporting can be filtered by division-specific statuses Example use case: Division Custom Statuses Telecommunications Away – SBC Maintenance, Away – Network Incident Sales Away – Prospect Call, Away – Demo HR Away – Interview, Away – Onboarding Session All divisions Away – Lunch, Away – Break (shared) 4. Translations for Global Teams For organizations with agents across multiple countries, secondary status labels can be translated into different languages. Each translation maps to the same underlying status for reporting purposes. Language Status Label Maps To English Away – Lunch Away Spanish (Mexico) Ausente – Comida Away Polish Nieobecny – Obiad Away 📌 Translations ensure that agents see status labels in their native language while supervisors and analytics always report against the same underlying primary/secondary status regardless of the language displayed to the agent. 5. Reporting & Workforce Management Presence data is one of the primary inputs to Workforce Management (WFM) and real-time supervision. Real-Time Views Supervisors can monitor agent status in the Agent Activity view and Queue Activity view: View What You Can See Agent Activity Current status, time in status, queue assignment, recent interactions Queue Activity Agents on queue, agents available, agents in each secondary status Historical Reporting Report Use Description Status Duration Track exact time spent in each primary and secondary status per agent Adherence Tracking Compare scheduled status (from WFM) against actual status in real time Team Trends Identify if a team is spending excessive time in non-productive statuses (e.g., Busy – Administration) Secondary Status Breakdown Drill into Away – Lunch vs. Away – Meeting distributions across shifts 6. Presence Restore on Reconnect Setting Description Restore previous presence for agents who disconnect and reconnect When enabled, if an agent loses their connection and reconnects, Genesys Cloud automatically restores their presence to the status they had before disconnecting instead of defaulting to Offline or Away. 📌 Prevents agents from inadvertently going offline in reporting due to brief connectivity drops, which would otherwise affect adherence scores and queue staffing. Summary Reference Feature Location Key Limit Secondary status creation Admin → Organization Settings → Status Management 30 active per primary Division assignment Status Management → Edit status Per status Translations Status Management → Edit status → Translations Per status per language Deactivation / Reactivation Status Management → Edit status Deactivated don't count toward 30 Presence restore Organization Settings → Settings → Contact Center Toggle on/off Last verified against Genesys Cloud Resource Center – March 2026