However, if your default presence is set as Away or Offline, the system doesn’t change your presence. If work items are assigned, your presence is automatically determined. When you sign in, your presence is set to the default presence if no work items have been assigned to you. When the system connection is disrupted because of network issues or when you refresh the browser and connect back, the system picks up your last known presence. The following scenarios describe how your presence status can be affected while you work with your customers. The presence changes from Available to Busy, Busy to Do not disturb, Do not disturb to Busy, or Busy to Available. The system determines your presence based on your used or released capacity. However, you can again manually change it.
#Your presence update
If the presence is manually changed to Do not disturb, the system doesn't update the presence. If the presence is Away or Offline, the system doesn't update the presence. Your presence status pertains to the following three conditions: When you reject a work notification and the agent reject notification setting is enabled, the presence is set to Do not disturb.When you miss a notification and the missed notifications setting is enabled, the presence is set to Inactive.If you already have 10 sessions open, which is the maximum multi-session limit, and a new work item comes in, your status automatically changes to Do not disturb.When your capacity is not utilized, the presence is set to Available.When your capacity is partially utilized, the presence is set to Busy.When your capacity is fully utilized, the presence is set to Do not disturb.
That is, when a conversation (work item) is assigned to you, the status is updated based on the capacity as follows:
Automatically - The status is set automatically based on the work item assignment.