Genesys Cloud
Presence management support in the Communicate Mobile App

In a future release, Genesys Cloud will enable users of the Communicate Mobile App (soon to be rebranded as the Associate App) to view and set their Genesys Cloud presence status directly from the mobile app. Previously, the Communicate App did not allow users to manage their presence status. With this update, mobile associate users will be able to check their current presence status and update it in real time. This ensures that calls and interactions are routed appropriately based on their availability and willingness to engage.

Por qué es importante

• Improved availability control – Users can now directly manage their presence without relying on desktop or web applications.
• Reduced missed interactions – Presence updates in real time ensure calls and messages reach available associates when they want to be contacted.
• Better alignment with work styles – Since associate users often do not work fixed schedules, being able to manage presence on the go ensures flexibility.
• Operational efficiency – The feature also helps Genesys address an existing billing issue related to presence management.

This addition represents a key step toward fully enabling the Associate User persona on mobile, expanding the flexibility and reach of Genesys Cloud beyond the traditional contact center environment.