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:
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Set a default status at sign-in
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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:
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Turn on the Enable Start-up Status toggle.
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Select a Start-Up Status from the dropdown menu.
By default, the Start-Up Status is set to Online. However:
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Agents should set their status to Busy to allow time for preparation before receiving customer sessions.
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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:
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Turn on the Enable Inactive Status toggle.
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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.
