Creating Presence Reasons

Presence reasons provide an explanation for an agent's time when that agent is in a Not Ready state. Agents can select a reason when they change their state in a CxEngage agent product.

To view presence reasons in any CxEngage product, your role requires the READ_PRESENCE REASONS permission.

To create presence reasons in CxEngage, your role requires the CREATE_PRESENCE REASONS permission, which inherits READ_PRESENCE_REASONS.

To create a presence reason:

  1. Select User Management > Presence Reasons.
  2. Click Create.
  3. Enter a Name for the reason.
    This name appears in Skylight and the Agent Toolbar.
  4. Optionally, enter the following information:
    • An External ID, which identifies the reason in an third-party system.
    • A short Description of the reason.
  5. If you want the reason to be available to one or more sub tenants, click Shared.

    Your role in CxEngage requires the SHARE_PRESENCE_REASONS permissions to do this.

  6. Click Submit.

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