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Table of Contents

How do I add a new 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 in ContactPad.

If If your account is enabled to do so, you you can add new minor agent states, and edit new and existing minor states. You You can also set the initial agent login state.

Info
titleMinor state limit
You can add a maximum of 200 minor states to each major state.

To add a new minor agent state, perform the following steps:

  1. Log in to ContactWorld the VCC Admin Portal and go to System Settingsto Configuration (within Account Settings). Configuration appears. For information on accessing System Settings Configuration, see see Editing System Configuration (Account Settings).
  2. At the bottom of the page, click Agent States Configuration. Agent States Configuration appears.
  3. Click the Agent States tab. The Agent States area appears.
    Agent StatesImage Added
  4. 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
    Note
    title
    Restrictions

    You cannot add new minor states to the Ready state.


  5. Click Add.

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     A new minor state appears at the bottom of the list of minor states.

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    Adding minor stateImage RemovedAdding minor statesImage Added

How do I edit an existing agent state?

To edit a new or an existing minor state, perform the following steps:

  1. Click Edit alongside the minor state.

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    The minor state appears in edit mode. Change the name—this name appears in the agent's ContactPad—if required. Select or click to clear the corresponding Enabled check box to enable or disable the minor state.

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    Editing minor stateImage Modified

  2. Click Save and then Cancel. The minor state is saved.

How do I set the initial agent login state?

When an agent logs into ContactPad, their initial state will be that state set in the Agent States area.

To set the initial agent login state, click the required state in the Select the initial agent login state list in system settings. list in Configuration (Account Settings)). The Select the initial agent login state list contains both default and custom states.

Note
titleManual wrap initial states

We recommend that you do not select Wrap Up as the initial login state due to potential issues.

For more information about configuring agent states, see: