Agent state definitions
Major state | Minor state | Value | As appears in ContactPad | Description | Automatic or manual (if manual, agents can select state themselves in ContactPad) |
|---|---|---|---|---|---|
LoggedOut | |||||
| LoggedOut | -16 | Log Out | Agent is logged out of ContactPad. If the agent is logged out, the agent cannot see the state in ContactPad as the login screen appears. When logged in to ContactPad, the agent can click Log Out in the list of states in ContactPad to log out. | Manual |
WrapUp | |||||
| Wrapup | 0 | Wrap Up | When an agent or caller ends an interaction, Vonage Contact Center automatically changes the agent's state to Wrapup. While in Wrapup state, agent cannot receive any inbound interactions and can use this time to complete any activities related to the interaction. | Automatic |
| WrapupTransferred | 1 | Call Transfered | When an agent transfers an interaction to another agent, Vonage Contact Center automatically changes the agent's state to Wrapup. While in Wrapup state, agent cannot receive any inbound interactions and can use this time to complete any activities related to the interaction. | Automatic |
Ready | |||||
| Ready | 16 | Ready | Agent is ready and available to handle interactions. Vonage Contact Center sets state automatically after when automatic wrapup times out. | Both |
Busy | |||||
| BusyIncoming | 32 | Busy Inbound | Agent is busy on an inbound interaction. | Automatic |
| BusyOutgoing | 33 | Busy Outbound | Agent is busy on an outbound interaction. | Automatic |
| BusyTransferIn | 36 | Transfer In | Agent is busy on an interaction transferred to them by another agent. | Automatic |
| BusyInternal | 37 | Busy Internal | Agent is consulting with a second agent. | Automatic |
| BusyCallback | 41 | Busy Callback | Agent is making a queued callback. | Automatic |
Away | |||||
| Away | 48 | Away | Agent is away from their phone and is unavailable for interactions. | Manual |
| AwayBreak | 49 | Break | Agent is away from their phone for a break and is unavailable for interactions. | Manual |
| AwayComfortBreak | 50 | Comfort Break | Agent is away from their phone for a comfort break and is unavailable for interactions. | Manual |
ExtendedAway | |||||
| XAway | 64 | Extended Away | Agent is away from their phone for an extended duration and is unavailable for interactions. | Manual |
| XAwayLunch | 66 | Lunch | Agent is away from their phone for lunch and is unavailable for interactions. | Manual |
| XAwayMeeting | 68 | In Meeting | Agent is away from their phone for a meeting and is unavailable for interactions. | Manual |
| XAwayPaperwork | 65 | Paperwork | Agent is away from their phone to do paperwork and is unavailable for interactions. | Manual |
| XAwayTeamMeeting | 69 | Team Meeting | Agent is away from their phone for a team meeting and is unavailable for interactions. | Manual |
| XAwayTraining | 67 | Training | Agent is away from their phone for training and is unavailable for interactions. | Manual |
ReadyForOutbound | |||||
| ReadyForOutbound | 128 | Ready (Outbound) | Agent has clicked Make Call in ContactPad and is ready to make an outbound call. Ready (Outbound) signifies that the agent is available solely for making outbound calls. | Manual |
ReadyOffline |
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| ReadyOffline | 128 | Ready (Offline) | Agent has clicked Make Call in ContactPad and is ready to make an outbound call. Ready (Offline) indicates that the agent is available to make outbound calls or participate in consults, but is not currently available to handle inbound interactions. | Manual |
Unexpected | |||||
| UnexpectedLineBusy | 144 | Line busy | Agent's phone line was busy. | Automatic |
| UnexpectedNoAnswer | 145 | No Answer | Agent did not answer inbound call. | Automatic |
| UnexpectedProhibitedEmergency | 149 | Prohibited Emergency | Agent dialed an emergency number listed in the System Settings configuration. | Automatic |
Fault | |||||
| FaultLine | 160 | Fault On Line | There was a fault on the agent's line. | Automatic |
| FaultCongestion | 161 | Network Congestion | The agent's line was congested. | Automatic |