How do I add a new or edit an existing agent state?
Agent states track an agent's activity and make an agent available to take calls. For more information about agent states, see Agent states.
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- Log in to ContactWorld and go to System Settings. For information on accessing System Settings, see Editing System Settings.
- At the bottom of the page, click Agent States Configuration. Agent States Configuration appears.
In the Select the Major state to set up list, click the major state that you are creating a new minor state for. The list of existing minor states appears.
Info You cannot add new minor states to the Ready state.
Click Add.
Section Column width 60% A new minor state appears at the bottom of the list of minor states.
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To edit a new or an existing minor state, perform the following steps:
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