Agent States

At any given moment, each Agent will have one State assigned to them, indicating what they are currently doing. Many of the potential states are system-defined and automatic, such as "on a call" or "offline". In addition to these, you can define custom states to describe other behaviours, such as being on a lunch break, or in training, and so on.

These custom states fall under two categories:

  • Break States, indicating the Agent is away from their workstation.

  • Busy States, indicating the Agent is at their workstation but not available to take calls.

For an Agent to go into a particular state, that state must first be allocated to their configuration.

When an Agent is in a break or busy state, no inbound calls will be assigned to them, instead being passed to the next available Agent in the queue. Each state should be given a Duration (in minutes) to determine how long it lasts. When the duration expires, the Agent can be set as one of the following:

  • AWOL: no further calls will be assigned until they return.

  • Waiting: calls will be assigned as normal.

Any state may be Persistent, meaning if the Agent makes a call while in that state, they will remain in the state until it is removed. Non-persistent states will be removed automatically as soon as the Agent joins a call.

  1. Access the resources page for the intended Customer.

    1. Access the details page for the intended 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.
    1. Select the Customer Resources tab.
  1. Click the Agents hyperlink.
  1. Select the Breaks/Busy tab.

You can sort the list of states using one or more columns, including Name, Type, and more.

Further Reading