Create Presence Configurations

Presence configurations determine agent workload and Omni-Channel behaviors. You can create multiple presence configurations for different groups of agents depending on what channels they support.

1. Click Setup in the upper right corner.

2. In the Build menu located on the left, click Customize → Omni-Channel → Presence Configurations.

3. Click New.

4. Specify the settings for your presence configurations.

5. Click Save.