When an Agent first logs in, their availability status is set to the default state—the default state applies to all agents. To change the default availability status you will need to have at least a supervisor role.
- To change it to the desired state, simply navigate to the Agent Workspace of the Engagement Portal, and at the top right corner select the "Night Vision" setting icon. It's located to the left of the question mark. Also, keep in mind that the Night Vision settings appear only on certain pages and will not appear everywhere.
- You will see on the top right a window called "Agent state". Click ‘Edit’ on the ‘Current default state upon login’ option.
- You may then set your Default Agent State. Don't forget to click save.
- All new logins will obey the new setting.
To change the agent's current presence status, see: Agent availability status