Presence Automation Settings

User Presence & Automation Settings

User Presence (Status) plays a key role in routing chat and voice conversations within a queue. Users must be Online to be assigned conversations. Status is also used for Activity Reporting and helps colleagues quickly see if a user is signed in and available for chat or voice conversations.

LinkLive offers Presence Automation settings to:

• Set a default status at sign-in

• Automatically change status after inactivity

To access Presence Automation, go to Settings > Communication Center > Presence Automation.

Start Up Status

A Start-Up Status automatically assigns a specific status upon login.

To enable it:

1. Turn on the Enable Start-up Status toggle.

2. Select a Start-Up Status from the dropdown menu.

By default, the Start-Up Status is set to Online. However:

• Agents should set their status to Busy to allow time for preparation before receiving customer sessions.

• General users can leave it as Online.

Inactive Status

Users can also set an Inactive Status, which automatically updates after a period of inactivity.

To enable it:

1. Turn on the Enable Inactive Status toggle.

2. Select a time range in the If Inactive For dropdown.

For agents, an inactivity timeout of 3–5 minutes is recommended. General users can adjust this based on their preference.

To receive a pop-up notification before your status changes, turn on the Pop-up a notification before changing toggle.

Keyboard Shortcuts for Presence Automation

Users can quickly update their status using keyboard shortcuts.

To enable this feature, select the "Presence via CTRL + ALT + [o, b, r, a, p, l, z, x, c, s, m]" option.