# Genesys Cloud - Agent - Change Presence and Status

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## Change Presence and Status (Genesys Cloud)

### Summary

The **Change Presence and Status** feature in Genesys Cloud allows users to control their **availability and activity state** within the platform. Presence indicates a user’s **general availability across collaboration tools** (such as Available, Busy, Away, or Offline), while Status reflects the user’s **routing availability for interactions** (such as Available, Break, Meal, Meeting, or Training).

Together, these settings help the platform determine **whether an agent can receive interactions** and allow supervisors and coworkers to understand the agent’s current availability.

---

## Utilization

| Use Case | Description |
|---|---|
| Starting a work shift | Agent sets presence to Available and status to Available to begin receiving interactions |
| Temporary break | Agent updates status to Break or Meal to prevent new interactions |
| Meetings or training | Agent changes status to Meeting or Training during scheduled activities |
| Remote collaboration visibility | Presence allows coworkers to see if the user is available to communicate |
| Workforce management adherence | Status changes align with scheduled WFM activities |

Changing presence and status helps maintain **accurate routing, operational visibility, and workforce adherence**.

---

## Best Practices

| Practice | Reason |
|---|---|
| Set presence and status correctly before leaving workstation | Prevents missed interactions |
| Change status before taking breaks or meetings | Ensures calls are not routed unexpectedly |
| Follow workforce schedule activities | Helps maintain adherence metrics |
| Return to **Available** promptly when ready | Maintains queue coverage and service levels |
| Avoid incorrect manual status changes | Prevents inaccurate reporting |
| Communicate status changes when necessary | Helps supervisors manage staffing levels |

---

## Example Scenarios

### Scenario 1 – Agent Beginning Shift

```text
Agent logs into Genesys Cloud
        ↓
Agent selects presence as Available
        ↓
Agent sets routing status to Available
        ↓
Routing engine begins sending interactions
````

---

### Scenario 2 – Agent Taking Break

```text
Agent completes current interaction
        ↓
Agent changes status to Break
        ↓
Routing engine stops sending interactions
        ↓
Agent returns and sets status to Available
```

---

### Scenario 3 – Scheduled Meeting

```text
Agent receives meeting notification
        ↓
Agent updates status to Meeting
        ↓
Supervisor sees updated agent availability
        ↓
Agent returns and switches back to Available
```

---

## Key Benefits

| Benefit                           | Explanation                                             |
| --------------------------------- | ------------------------------------------------------- |
| Accurate interaction routing      | Ensures only available agents receive interactions      |
| Workforce adherence visibility    | Supervisors track schedule compliance                   |
| Improved operational transparency | Teams can see agent availability                        |
| Better staffing management        | Status updates help supervisors manage workloads        |
| Collaboration awareness           | Presence helps coworkers know when someone is available |

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