Break codes are used to display an agent's presence. It is important to change your presence/choose a break code whenever you are not available to receive interactions. These selected presences are shown on the Company Directory and Teamleader dashboard and notify other members of your current availability or activity.
When an Agent is in an “On Duty” state, the presence selection is grayed out and the Agent will show as “On Duty”
When an Agent is in an “Off Duty” State, they are able to select from the various break codes:
The following presence codes are available: