Genesys Cloud - Agent - Change Presence and Status

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 
 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 
 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 
 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