Configuring agent states
Overview
Agent states track an agent's activity and availability to take calls. In the Vonage Contact Center (VCC) Admin Portal, you can add and edit minor agent states, set the initial agent login state, and control which states are available to agents on a per-group basis.
For more information about how agent states appear to agents, see Agent states in ContactPad.
Account-level scope
Agent states are configured at the account level. Changes apply to all agents in the account unless overridden at group level.
Limitations
Limitation | Detail |
|---|---|
Minor state limit | You can add a maximum of 200 minor states to each major state. |
Adding a new minor agent state
To add a new minor agent state, perform the following steps:
Log in to the VCC Admin Portal and go to Configuration (legacy) (within Account Settings). For information on accessing Configuration, see Editing Configuration (Account Settings).
Click the Agent States tab. The Agent States area appears.
In the Select the Major state to set up list, click the major state you are creating a new minor state for. The list of existing minor states appears.
Click Add. A new minor state appears at the bottom of the list.
Click Edit alongside the minor state. The minor state appears in edit mode.
Enter a name for the new mor state. This name appears in agent's ContactPad.
Select the Enabled checkbox to make the state active.
Click Save.
Editing an existing agent state
To edit a new or existing minor state, perform the following steps:
Log in to the VCC Admin Portal and go to Configuration (legacy) (within Account Settings).
Click the Agent States tab. The Agent States area appears.
In the Select the Major state to set up list, click the major state containing the minor state you want to edit.
Click Edit alongside the minor state. The minor state appears in edit mode.
Change the name if required. This name appears in the agent's ContactPad.
Select or clear the Enabled checkbox to enable or disable the state.
Click Save, then click Cancel to exit edit mode.
Setting the initial agent login state
When an agent logs in to ContactPad, their initial state is the one set in the Agent States area.
Wrap Up as initial state
We recommend that you do not select Wrap Up initial login state due to potential issues.
To set the initial agent login state, perform the following steps:
Log in to the VCC Admin Portal and go to Configuration (legacy) (within Account Settings).
Click the Agent States tab.
In the Select the initial agent login state list, click the required state.
Available states
The Select the initial agent login state list contains both default and custom states.
Configuring group-based agent states
You can control which presence states are available to agents on a per-group basis. This allows different groups of agents to see only the states relevant to them in their ContactPad or Agent Workspace.
Multiple groups
If an agent belongs to more than one group, they inherit all the presence states enabled across those groups.
For full configuration steps, see Configuring group-based agent states in Configuring groups.
Related configuration
For more information about configuring agent states across different levels, see:
Page | Detail |
|---|---|
Account-level wrap times for outbound interactions and transfers. | |
User-level outbound wrap time, no answer timeout, and so on. | |
Group-level maximum wrap time and group-based agent states. |