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An intended state is the state an agent wants to be in after their current interaction. If enabled for your account, agents can change their intended state while in a Busy state. If account feature control is enabled for your account, you can control this feature within your account.
For more information about switching intended states on and off, see see Controlling features for your account and the How do I change my intended state? section in Changing states.
Agent states and enforced disposition codes
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