Agent presence is not visible in Customer Service Workspace

What's happening?

Agent presence is not visible in the right top corner of the Customer Service workspace app, despite users having the appropriate security roles assigned.

Reason:

This can occur if an agent has not been assigned to an experience profile.

Resolution:

To resolve this with agent presence visibility, ensure agents are assigned to an experience profile. See Add users to experience profiles | Microsoft Learn for more information.  

Complete requirements for presence to load correctly can be found at Manage presence in Omnichannel for Customer Service | Microsoft Learn.