Presence reasons

A presence reason is the bilingual label an agent picks when going Away or marking themselves as Not Working. Admins manage the catalogue centrally; the agent’s status picker reads from it.

Creating a reason

1. Settings → Presence Reasons → + New.
2. Name (English) and Name (Arabic) — both required.
3. Color — pick one of the preset swatches, type a hex code, or use the colour picker. The colour appears in dashboards, the supervisor feed, and the agent’s own picker.
4. Status type — pick one:
   • Away — agent is logged in but not actively handling chats (temporary break: lunch, restroom, training).
   • Not working — agent is off-shift or on leave. Excluded from working-hour analytics.
5. Time limit — optional. When enabled, set a duration in minutes. If the agent stays on this reason longer than the limit, the supervisor sees them in the overdue feed.
6. Supervisor alert — when ticked, picking this reason fires an immediate supervisor notification (in addition to the time-limit overdue alert, if any).
7. Active — inactive reasons stay in history but are hidden from the agent picker.

Where reasons are used

• Agent presence picker — agent goes Away, picks a reason from the active list.
• Supervisor dashboard — surfaces every agent currently away, grouped by reason, with overdue highlights.
• Analytics — Away time and Not Working time are computed and reported per reason.

Best practices

• Keep the catalogue short — typically 4–8 reasons (Lunch, Break, Training, Meeting, Coaching, End of Shift).
• Use time limits sparingly. Reserve them for short reasons (Lunch / Break). Don’t set a limit on Training or End of Shift.
• Reserve the supervisor alert flag for reasons that should always be visible (e.g. a “Personal Emergency” reason).
• Don’t delete reasons — set them inactive instead. Historical agent-status records that reference a deleted reason will still resolve, but it’s clearer to keep the row archived.