Recently while exploring Customer Service Workspace we could not see the presence being loaded for the users.
The first thing we need to check here is if the user has either the Omnichannel Agent / Supervisor role or Customer Service Representative role assigned. (it will not load even if you are a system admin or Omnichannel Administrator role only)
The next thing to check is the omnichannel record (Channel Integration Framework V2.0 Providers entity/table)
Check the value for the Channel URL field –
It should be
Replace the first part in ocBaseUrl with your organization’s Unique Name (Customization > Developer Resources)
and second is the organization base url in the uclib.
If it still doesn’t work or gets stuck at 25 or 57 percent, check if you have security defaults enabled in the tenant if so either disable it.
Or make sure the users have the multi-factor authentication set up on their account.
After we made sure all the above settings – we had the presence working for the users.
Get all the details here-
Hope it helps..