Agent presence
Qu'est-ce que Agent presence?
Cette entrée n'est actuellement disponible qu'en anglais.
Agent presence is the state machine a contact center's routing logic reads first — available, busy, wrap-up, paused, offline — recorded per queue membership and folded, per dispatch, the omnichannel capacity ledger, and supervisor wallboards, into a single worst-case state by severity. Dispatch only rings agents whose state is available; every other state gates them out of the next call or conversation the routing engine delivers.
More detail
On Orbit the five states are `available`, `busy`, `wrapup`, `paused`, and `offline`, folded by severity (busy > wrapup > paused > offline > available), so an agent assigned to two queues has exactly one governing presence the routing engine reads.
Presence movements come from login, aux (pause/away) codes, wrap-up windows, and call assignment — the softphone's four-value toggle maps `away → paused` at the storage boundary — which keeps the per-edge movers defined rather than a raw free-text status.
Because presence gates what a dialer and queue dispatch may deliver to an agent at all, it's the single most sensitive signal a contact-center routing engine consumes — if presence is stale, the dialer can ring an agent on a call, and dispatch turns into a missed offer.
Questions fréquentes
- What makes an agent ringable?
- Only an `available` state makes an agent ringable to queue dispatch — `busy`, `wrapup`, `paused`, and `offline` all gate them out. On a queue with multiple queue memberships, Orbit folds each membership's presence into a single worst-case state by severity before routing.
- Who moves an agent's presence?
- Presence moves from login, aux (pause/away) codes, wrap-up windows, and call assignment. That keeps the per-edge movers defined — the softphone toggle's `away` value normalizes to `paused` at the storage boundary — rather than relying on a free-text status string.
See also
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