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        Article summary

        The Agent can use this option to select the next state the agent wants to move after the active call ends.

        To select the next status of the agent:

        • When an agent is in an active call with the customer, change the agent state by following these steps:

        • Once the agent selects the state, the next status label is displayed under the agent’s current state. The agent can select the Next state in After Call Work (ACW) state as well.

        • Once the active call ends and the call is cleared, the agent is taken to the selected next status.

        • If the agent wishes to cancel the Next state that has already been selected, you can select a different state.

        Click the End Call button to drop the call.

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