Agent State

You can configure various agent states and substates on the Workspace application.

1. Navigate to the Agent States page.

   

2. Click +Add State.

3. Enter the name for Agent State. Available and Not Ready are the two main states.

4. Enter a Description.

5. Click +Add Sub State.

6. Enter a Sub State name. For example, if the agent state is Not Ready, there can be many sub states like Meeting, Lunch, Training, etc.

7. Enter a Sub State Description.

   Note

   Sub State is not applicable if the ACD State is Available.

8. To delete any State or Sub State, click the Delete button specific to the state / substate that you intend deleting.

9. Click Save.