Working with Presence Reasons and Presence Reason Lists

Presence reasons provide an explanation for an agent's time when that agent is in a Not Ready state – for example, the agent is on a break or is in training. Agents can select a reason when they change their state in CxEngage Skylight or Agent Toolbar.

Presence reason lists let you group individual, related presence reason codes that agents regularly use.

To work with presence reasons and presence reason lists, you need the default Administrator role or a custom role that includes the permissions below.

Presence Reasons Presence Reason Lists
  • CREATE_PRESENCE_REASONS
  • READ_PRESENCE_REASONS
  • UPDATE_PRESENCE_REASONS
  • SHARE_PRESENCE_REASONS
  • CREATE_REASON_LIST
  • UPDATE_REASON_LIST
  • READ_REASON_LIST

 

If you have the default Supervisor role, you can only view presence reasons and presence reason lists.

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