Creating Agent States

The following describes how to create one or more Agent states.

Implementation

1. Access the list of states for the intended Customer .
   How do I view available Agent states for a specific Customer?

   1. Access the resources page for the intended Customer.

      How do I access resources for a specific Customer?

      1. Access the details page for the intended Customer.

         How do I access the details of a specific Customer?

         1. Type the Customer’s name into the search field at the top of any page.
         2. Click the intended Customer in the search results. This opens the Customer Details page.

      2. Select the Customer Resources tab.

   2. Click the Agents hyperlink.

   3. Select the Breaks/Busy tab.
2. Below the list of current states, use the first drop-down to select the number of states you want to create.
3. Use the second drop-down to select whether to add break states or busy states. You cannot add different types of state at the same time.
4. Click Add States.
5. For each new state:
   1. Provide a meaningful Name.
   2. If further explanation of the state is required, give it some Notes.
   3. To make the state Persistent, tick the corresponding check box.
   4. Specify a Duration for the state, in minutes. The state will expire at the end of this time.
   5. Use the On Expiry drop-down to choose whether Agents should become AWOL or Waiting when the state expires.
6. Click Click Here to Save Changes.

Further Reading

• Modifying Agent States
• Allocating to an Agent Configuration
• Deleting an Agent State