Presence, status, and activity indicators overview
Some features are not available to or not compatible with customers who subscribe to Genesys Cloud workforce engagement from another Genesys platform. For more information, see Workforce Engagement for PureConnect and Genesys Engage users.
Best practice recommends that users from another platform do not change their presence.
The following features are not available to users from another platform:
- Set your status
- Select your phone
- Forward your calls
- On queue and off queue
- Choose queues to work (agents)
- Set out of office status
- Password preferences
Presence and status explained (video)
Presence, status, and activity let others know immediately whether you are available for a call or chat. You can Change your presence and status and add a custom message to provide more information about your status. Along with presence and status, Genesys Cloud also displays your activity, such as when you are on a call, and your location. Genesys Cloud always shows your Activity, but you can choose to Share your current location.
Besides showing other users whether you are available, status also controls when you receive notifications and calls. For example, if your status is Busy, Genesys Cloud sends all your incoming calls to voicemail.
If your organization has contact center features enabled, you may have to select a secondary status after selecting a primary default status. Administrators in your organization create secondary statuses to provide them with more details about your availability and activities. For example, if you are making calls to customers, you could select Busy as your primary status and Customer Calls as your secondary status.
Other users can only see your primary status, such as Busy, and cannot see your secondary status. Administrators can see secondary statuses in the following reports and views: User Status Detail report, Queues Activity Detail view, and Queues Detail view.
Presence indicators appear as colored rings around profile pictures.
|Status and presence color||Presence indicator||Description|
|Available, green||You are online and available for calls or chats.|
|Busy, red||You do not want others to interrupt you. Genesys Cloud sends all calls to voicemail and does not alert you to requests for video chats. Other users cannot start a one-to-one video chat with you.|
|Away, yellow||You are away from your computer. You can set your presence to Away manually. If you use the Desktop app, Genesys Cloud also changes your status to Away when your computer screen locks or changes to a screensaver.
Note: If you manually change your status to Away, Genesys Cloud allows you the opportunity to answer calls before they route to voicemail. However, if, due to inactivity, Genesys Cloud automatically changes your status to Away (Idle), it also sends calls directly to voicemail.
|Break, yellow||You are taking a break and are not working. Genesys Cloud sends all incoming phone calls to voicemail.|
|Meal, yellow||You are taking a meal and are not working. Genesys Cloud sends all incoming phone calls to voicemail.|
|Meeting, red||You are in a meeting. Genesys Cloud sends all incoming phone calls to voicemail and does not alert you to requests for video chats. Other users cannot start a one-to-one video chat with you.|
|Training, yellow||You are in training. Genesys Cloud sends all incoming phone calls to voicemail.|
|Out of Office, pink||You are away from the office and not available for calls or chats. Genesys Cloud sends all incoming phone calls to voicemail. If you log out while set to Out of Office, the Out of Office status remains.|
|Out of Office and Offline, gray||You logged out of Genesys Cloud and are away from the office. You set your status to Out of Office before you logged off Genesys Cloud. Genesys Cloud sends all incoming phone calls to voicemail.|
You logged out of Genesys Cloud. When you log out, Genesys Cloud automatically sets your status to offline. Genesys Cloud sends unanswered incoming phone calls to voicemail.
Note: If you have your default phone selected as your phone, you log out, and your status is Offline, then Genesys Cloud sends calls to your default phone.
Despite being offline, users with non-WebRTC phones can still answer incoming calls. However, offline users with WebRTC phones do not receive notification of incoming calls.
Ask your administrator if you are unsure which phone is your default phone.
- Changing your status while you are in a call or other interaction does not affect that interaction.
- If you lose network connectivity, you appear offline to other users. Your reconnection status may vary, but in general, after a brief loss of connection, you appear with your previous status. A longer loss of connectivity results in an Available status.