Presence, status, and activity indicators overview

AI-generated summary

Genesys Cloud displays presence, status, and activity indicators through a color-coded system that communicates user availability for calls and chats in real time across all platform interfaces. Users can set presence to Available (green), Busy (red), or Away (yellow), with primary statuses including Break, Meal, Meeting, Training, Out of Office, and Offline. Each status triggers specific routing actions—for example, Meeting status automatically routes incoming calls to voicemail and prevents video chat initiation. Presence appears as colored rings around profile pictures in profile pages, direct messages, contact cards, search results, and favorites panels, while activity indicators display real-time interactions such as active calls. Status changes take effect immediately across all Genesys Cloud applications and persist until manually changed or the user goes off queue. Upon login, the default status is Available. The system automatically transitions users to Away status upon screen lock or inactivity when not On Queue. Network disconnections lasting less than 60 seconds restore previous status; extended disconnections reset users to Available. Status changes do not interrupt active calls, and users may display as online for up to 30 seconds after logout. Organizations with contact center features can implement secondary statuses providing additional context, visible to administrators in Agent Status , Queues Activity Detail, and Queues Detail views. Secondary available statuses prevent automatic Away transitions when computers lock. Users can customize status with messages and optionally share geolocation information. Access to secondary presence features requires the Presence > Presence definition > View permission. Genesys Cloud can retrieve and display external presence information from integrated systems such as Zoom and Microsoft Teams for SCIM users not logged into Genesys Cloud. When users with default phones selected log out and set their status to Offline, calls route to the default phone; however, non-WebRTC phone users can still answer calls while offline, whereas WebRTC phone users do not receive incoming call notifications when offline. Administrators can configure which statuses trigger direct-to-voicemail routing through Global Telephony Settings, and reconnection settings are configurable by administrators based on connection loss duration

PrerequisitesClick to expand

Note: This article applies to Genesys Cloud . can take advantage of extra statuses. For more information about presence, status, and activity, see .

Presence, status, and activity let others know immediately whether you are available for a call or chat. You can Change your presence and status and add a custom message to provide more information about your status. Along with presence and status, Genesys Cloud also displays your activity, such as when you are on a call, and your location. Genesys Cloud always shows your Activity, but you can choose to Share your current geolocation.

In addition to showing other users whether you are available, status also controls when you receive notifications and calls. For example, if your status is Busy, Genesys Cloud sends all your incoming calls to voicemail. You can configure other statuses to send incoming calls to voicemail. For more information, see Define which presence statuses send a Communicate call to voicemail.

Notes:

When you log on to Genesys Cloud, your default status is Available.
When you change your status or presence, the change takes effect immediately.
When you go off queue, your status or presence reverts to its previous state. If you change your client or clear your cache, your status becomes Available.
When you select some statuses, like Busy and Out of Office, Genesys Cloud automatically sends your calls to voicemail. For more information about the types of status and presence, see Types of presence and primary statuses.
Genesys Cloud displays activity indicators below your presence. These indicators show when a business user on a call and when an agent is on calls or working other interactions.
By default, if you lose your connection for less than 60 seconds, Genesys Cloud returns you to the status you had before the disconnect. Your admin can configure your organizations reconnection settings.
With proper configuration, Genesys Cloud retrieves presence values for SCIM users from external systems like Zoom and Microsoft Teams. When the Genesys Cloud SCIM user is not logged into Genesys Cloud, Genesys Cloud displays the user's external presence throughout Genesys Cloud.

Primary statuses

Genesys Cloud shows primary statuses with no configuration.

Types of presence and primary statusesClick to expand

Presence indicators appear as colored rings around profile pictures.

Status and presence color	Presence indicator	Description
Available, green		You are online and available for direct calls or chats. You are not available for calls or chats from a queue.
Busy, red		You do not want others to interrupt you. Genesys Cloud sends all calls to voicemail and does not alert you to requests for video chats. Other users cannot start a one-to-one video chat with you.
Away, yellow		You are away from your computer. You can set your presence to Away manually. If you use the Desktop app, Genesys Cloud also changes your status to Away when your computer screen locks or changes to a screensaver. Notes: If you manually change your status to Away, Genesys Cloud checks the Direct-To-Voicemail non-ACD Communicate Call Statuses setting in Global Telephony Settings to determine whether to send the Communicate call directly to voicemail or to alert you. Similarly, if, due to inactivity, the system automatically changes your status to Away (idle), Genesys Cloud checks those settings and determines how to handle the call. If you are On Queue and you manually lock your computer, or due to inactivity your computer locks, Genesys does not change your status to Away.
Break, yellow		You are taking a break and are not working. Genesys Cloud sends all incoming phone calls to voicemail.
Meal, yellow		You are taking a meal and are not working. Genesys Cloud sends all incoming phone calls to voicemail.
Meeting, red		You are in a meeting. Genesys Cloud sends all incoming phone calls to voicemail and does not alert you to requests for video chats. Other users cannot start a one-to-one video chat with you.
Training, yellow		You are in training. Genesys Cloud sends all incoming phone calls to voicemail.
Out of Office, pink		You are away from the office and not available for calls or chats. Genesys Cloud sends all incoming phone calls to voicemail. If you log out while set to Out of Office, the Out of Office status remains.
Out of Office and Offline, gray		You logged out of Genesys Cloud and are away from the office. You set your status to Out of Office before you logged off Genesys Cloud. Genesys Cloud sends all incoming phone calls to voicemail.
Offline, gray		You logged out of Genesys Cloud. When you log out, Genesys Cloud automatically sets your status to offline. Genesys Cloud sends unanswered incoming phone calls to voicemail. Notes: If you have your default phone selected as your phone, you log out, and your status is Offline, then Genesys Cloud sends calls to your default phone. Despite being offline, users with non-WebRTC phones can still answer incoming calls. However, offline users with WebRTC phones do not receive notification of incoming calls. Ask your administrator if you are unsure which phone is your default phone. Genesys Cloud may show you as online for up to 30 seconds after you go offline.

Presence, status, and activity locationsClick to expand

Location	Example
Profile pages
Direct message chat rooms
Contact cards
Search results
Suggestion menus
Favorites panel

Secondary statuses

If your organization has contact center features enabled, you can select a secondary status after selecting a primary default status. Administrators in your organization create secondary statuses to give them more details about your availability and activities. For example, if you are making calls to customers, you could select Busy as your primary status and Customer Calls as your secondary status.

Administrators see secondary statuses in the following views: Agent Status Summary view, Queues Activity Detail view, and Queues Detail view.

Notes:

If you select a secondary available status, Genesys Cloud does not change your status to Away when you lock your computer.
If you change your status while you are in a call or other interaction, your call or interaction proceeds unaffected.
If you lose your network connection, you appear offline to other users. Your reconnection status may vary, but in general, after a brief loss of connection, you appear with your previous status. A longer loss of your connection results in an Available status.

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Primary statuses

Genesys Cloud shows primary statuses with no configuration.

Types of presence and primary statusesClick to expand

Presence indicators appear as colored rings around profile pictures.

Status and presence color	Presence indicator	Description
Available, green		You are online and available for direct calls or chats. You are not available for calls or chats from a queue.
Busy, red		You do not want others to interrupt you. Genesys Cloud sends all calls to voicemail and does not alert you to requests for video chats. Other users cannot start a one-to-one video chat with you.
Away, yellow		You are away from your computer. You can set your presence to Away manually. If you use the Desktop app, Genesys Cloud also changes your status to Away when your computer screen locks or changes to a screensaver. Notes: If you manually change your status to Away, Genesys Cloud checks the Direct-To-Voicemail non-ACD Communicate Call Statuses setting in Global Telephony Settings to determine whether to send the Communicate call directly to voicemail or to alert you. Similarly, if, due to inactivity, the system automatically changes your status to Away (idle), Genesys Cloud checks those settings and determines how to handle the call. If you are On Queue and you manually lock your computer, or due to inactivity your computer locks, Genesys does not change your status to Away.
Break, yellow		You are taking a break and are not working. Genesys Cloud sends all incoming phone calls to voicemail.
Meal, yellow		You are taking a meal and are not working. Genesys Cloud sends all incoming phone calls to voicemail.
Meeting, red		You are in a meeting. Genesys Cloud sends all incoming phone calls to voicemail and does not alert you to requests for video chats. Other users cannot start a one-to-one video chat with you.
Training, yellow		You are in training. Genesys Cloud sends all incoming phone calls to voicemail.
Out of Office, pink		You are away from the office and not available for calls or chats. Genesys Cloud sends all incoming phone calls to voicemail. If you log out while set to Out of Office, the Out of Office status remains.
Out of Office and Offline, gray		You logged out of Genesys Cloud and are away from the office. You set your status to Out of Office before you logged off Genesys Cloud. Genesys Cloud sends all incoming phone calls to voicemail.
Offline, gray		You logged out of Genesys Cloud. When you log out, Genesys Cloud automatically sets your status to offline. Genesys Cloud sends unanswered incoming phone calls to voicemail. Notes: If you have your default phone selected as your phone, you log out, and your status is Offline, then Genesys Cloud sends calls to your default phone. Despite being offline, users with non-WebRTC phones can still answer incoming calls. However, offline users with WebRTC phones do not receive notification of incoming calls. Ask your administrator if you are unsure which phone is your default phone. Genesys Cloud may show you as online for up to 30 seconds after you go offline.

Presence, status, and activity locationsClick to expand

Location	Example
Profile pages
Direct message chat rooms
Contact cards
Search results
Suggestion menus
Favorites panel

Secondary statuses

If your organization has features enabled, you can select a after selecting a primary default status. Administrators in your organization create secondary statuses to give them more details about your availability and activities. For example, if you are making calls to customers, you could select Busy as your primary status and Customer Calls as your secondary status.

Notes:

If you select a secondary available status, Genesys Cloud does not change your status to Away when you lock your computer.
If you change your status while you are in a call or other interaction, your call or interaction proceeds unaffected.
If you lose your network connection, you appear offline to other users. Your reconnection status may vary, but in general, after a brief loss of connection, you appear with your previous status. A longer loss of your connection results in an Available status.

Presence, status, and activity indicators overview

Primary statuses

Secondary statuses

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Presence, status, and activity indicators overview

Primary statuses

Secondary statuses

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