This feature syncs an agent’s presence (or status) across all sections of the GoTo Connect app and all logged-in queues, ensuring they only have a single state at any given time. The unified agent presence aims to help your contact center management better understand agent activity. The unified agent presence provides an accurate view of an agent's presence and interaction availability. Before this migration, an agent could have multiple presences simultaneously, making reporting unclear and confusing, or obfuscating an agent's daily activities. After the migration, each agent's single Contact Center presence allows supervisors to view accurate information and reduces work avoidance with increased transparency.

This migration affects Contact Center customers and customers who use call queues, inbox queues, and call campaigns. The changes will be visible for all Contact Center agents. Your account will automatically be selected for a specific migration wave as part of a progressive roll-out motion, so no action is needed on your part. Prior to your migration wave, your admins, agents and supervisors will receive an in-app notification of the upcoming change, and your contact center admins will have the option to defer the migration until later if they are not ready yet. All customers will be migrated to the unified agent presence by March 31, 2025.

To see if you have already been migrated to the unified agent presence or if you were selected for the upcoming migration wave:

1. Sign in to our GoTo desktop or web app.
2. Select your profile picture in the top right.
3. At the bottom of the drop-down menu, you will see one on the following options:
   • Agent state sync enabled, indicating that unified agent presence is already enabled on your account.
   • Agent state sync pending, indicating that your organization is going to be part of the next wave of migrations. If you see this, you can expect in-app messages to notify you when the change happens.
   • If you do not see either of those two mentions, it means your organization will be part of a later migration wave. You will be notified when you will be in the next migration wave.

If you do not have this feature enabled yet and would like to opt-in to the enhanced agent experience sooner, please contact Customer Support.

Please refer to How do I set my status? to learn how to set your status in GoTo Connect. Any status changes you make will automatically update for all queues you are logged into, as well as align your status on your GoTo account.

Logging in or out of queues allows you to manage your workload. With the unified agent presence, you can no longer change your state on a single queue.

Yes! Please refer to How do I take calls? to learn about different actions, including updating your status, within the softphone. Any status changes you make within the softphone will automatically update for all queues you are logged into, as well as align your status on your GoTo account. Please note that the agent sidecar and agent state selector in the softphone are only available for Contact Center agents.

They will be surfaced as new Contact Center pause reasons, blocking the distribution of calls. The supervisor will also see these pause reasons on their Supervisor Dashboard.

GoTo Connect does not have pause reasons, so all the custom and default pause reasons will sync to the "Away" presence in GoTo Connect.

Calendar/meeting presences will appear as "Busy" on the GoTo Connect status, but do not as pause reasons in Contact Center. Agents will still be routed queue calls while showing as "Busy" in GoTo Connect, including during calendar events or meetings. If you want your Contact Center agents to block queue calls during meetings, you can create a custom pause reason for them to use. This will not only pause them for queue calls and messages, but it will give you better visibility into their activities.

Yes. Agents logged into a call queue will also have a unified agent presence. However, these customers will continue to solely have access to queues using star codes.

Yes. There is no difference between Contact Center Insights, Core and Complete customers for this feature set.

The interface changes will mostly affect Contact Center agents. There are no major visual changes impacting Supervisors or Contact Center administrators. However, a Supervisor or Contact Center admin who is also logged into a queue will see their presence sync across all logged-in queues, as well as align their GoTo Connect status per the new unified agent presence logic.