Grant User Access to Presence Statuses

As an administrator, you can make presence statuses available to agents who are assigned to certain profiles. Presence statuses allow your agents to sign in to Omni-Channel with different statuses based on the channels you have defined for them. You can also give agents access to presence statuses through profiles or through permission sets.

1. Click Setup.

2. On the left side of the page, click Administer → Manage Users → Profiles.

3. Click the name of the profile to which you want to grant access to statuses.

4. Locate Enabled Service Presence Status Access towards the bottom of the page.

5. Click Edit.
6. In the Available Service Presence Statuses field, select the status you want to add to the profile's access.
7. Click Add.
8. Click Save.