Manage Custom Presence – Dynamics 365 Customer Service (Omnichannel)

To manage presences, navigate to Customer Service Admin Center >> Agent Experience >> Productivity >> Custom Presence

Out of the box we have the following presences.

Only the below presences will be available for the agents to select.

The inactive and offline statuses will be automatically set by the system.

Although we can deactivate the presence, that doesn’t remove it for the agents.

The agents can still see all the presence statuses.

We cannot delete the default presence; we will get the below error if we try to delete them.

We can edit the Presence text for the default presence.

For the agent –

We can create custom presences that are based on the existing base status.

For the agents –

 

 

 

 

 

 

Unlike default presence, we can delete the custom presence status.

Hope it helps..