Presence statuses indicate whether an agent is online and available to receive incoming work items, or whether the agent is away or offline.
|Available in: Salesforce Classic|
|Omni-Channel is available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions|
|To set up Omni-Channel:||“Customize Application”|
A presence status can encompass one or more channels of work items. For example, you might create a presence status called “Available for Web Support” that includes service channels for chats and emails. When agents are signed in to that presence status, they can receive incoming chats and emails. Genius!
In Setup, enter Presence in the Quick Find box, select Presence Statuses, then click New.
Choose the settings for your presence status.