Sign in to view this content
You’re trying to access content for RingSense customers.

Back to Support

Sign in

Don’t have RingSense yet?

You don’t have access to this content
This content is for RingSense customers only.

If you believe you should have access, Chat with Support or call (888) 898-4591

Back to Support

Sign in error
Please try signing in again.

If the error continues, Chat with Support or call (888) 898-4591

Back to Support

Sign in

Configuring and managing agent states in your RingCX account

Agent states indicate the agent’s availability status, including if they’re available for interactions, busy, or idle/away.

Agent states can be changed by the system or the agent. Some states, such as

Available

, can be set by either the system or the agent.

Admins can also set up custom states that provide agents with more options for agent states, allowing for more detailed reporting.

Understanding agent states

Agent states fall into three categories: Available, Busy, and Away.

Available states

An available state indicates an agent is ready to take a call, chat, or other interaction.

Available
: The available state can be set by an agent or by the system when an agent completes a call. Because an agent can handle multiple digital interactions, they can still be
Available
when handling a digital interaction.

Busy states

A busy state indicates the agent is not available to receive interactions.

Engaged

: An agent is placed in this state when they’re on an active RingCX or RingEX call.

Transition

: An agent is placed in this state when a call has been routed to them (for inbound calls) or dialed (for outbound calls) but hasn’t been picked up.

Monitoring

: A supervisor is placed in this state when they are monitoring an agent’s call. While in this state, the supervisor won’t receive any calls.

Working

: Indicates an agent is doing work that’s unrelated to interactions. This state is set by the agent, not the system.

RNA state

: An agent is placed in this state when they aren’t on a call, have auto answer turned off, and have failed to answer an inbound call.

This state can be triggered by:

The agent not responding to a call within the
Max Accept Time
determined in the queue configuration.
The agent rejecting a call
Network or internet issues preventing the agent from receiving the call

The system won’t send another call to the agent until they indicate they’re ready to start taking calls again, but a banner notification will appear at the top of their browser, prompting them to change their status to receive calls.



The agent will also receive a popup notification in their browser. This ensures that even when the agent is working in a different window, they’ll be alerted about the state change and can make themselves available.

Idle/Away states

An idle or away state indicates the agent isn’t available to receive interactions.

Offline
: An agent is placed in this state when the agent is no longer connected (for example, if they log out, close out of a browser, etc.).
Suspect
: An agent is placed in this state when the agent has been disconnected from the agent interface. An agent will only be assigned this state if they were on a call and set to Engaged at the moment of the disconnect. The system will not send another call to the agent until they indicate they are ready to start taking calls again.
At Lunch
: This state is set by the agent, not the system.
On Break
: This state is set by the agent, not the system.
Away
: This state is set by the agent, not the system.

Note:

A Null state indicates that the system encountered an error and was unable to set an agent state.
If agents are stuck in
Suspect
state and cannot log out, an admin should log them out using the
Logout
button on the Call details screen. For more information, visit Logging agents out of Suspect state in RingCX.

Configuring and selecting agent-controlled states

Agent-controlled states (

Available

,

Working

,

At Lunch

,

On Break

,

Away

) are configurable. Admins can:

Change its name
Specify its meaning (what action is occurring or not occurring while the agent is in that state)
Specify whether agents can select it on their own
Create custom agent states using predefined base states

Agents can select their state in the upper right corner of their agent interface.

Note: Agent-controlled states can apply to both voice and digital interactions. If an agent is marked as

On Break

, they won’t receive voice calls or digital interactions.

Viewing, editing, and deleting agent states

The

Agent States

table lists all available agent state names and the base state associated with each. You can also edit or delete an agent state from this screen.

Viewing agent states

In the left panel, go to
Settings
.
Under
Voice
, click
Accounts
.
Select the account you want to view.
Click the
Agent States
tab. In the
Available States
table, you’ll see the following columns:
State Name
Base State
: The following base states are predefined and can’t be edited:
Available
: Indicates the agent is ready to take or make another call or chat.
On Break
: Indicates the agent is on break and unavailable to take or make a call or chat.
Away
: Indicates the agent is away and unavailable to take or make a call or chat.
Lunch
: Indicates the agent is on lunch and unavailable for calls or chats. Training: Indicates the agent is in training and unavailable to take or make a call or chat.
Aux - Not Available - Allow Offhook
: Indicates any state in which the agent is unavailable to take or make a call or chat, but the line remains open/active.
Aux - Not Available - Disconnect Offhook
: Indicates any state in which the agent is unavailable to take or make a call or chat, and the line is inactive.
Working
: Indicates the agent is completing post-call work and is unavailable for calls or chats.
State Enabled
:
If a state is enabled, then it’s in an active (‘true’) state.
If a state is not enabled, then it is in an inactive (‘false’) state.
Agent Selectable
: indicates whether the state is selectable by your agents

To the right of the table is an agent state preview box (labeled

AgentUI Available State Preview

) that lists all available states for quick reference.

To adjust the order in which your agent states appear in the system, click on any state and drag and drop it into your preferred order. You can also hide states that aren’t enabled by clicking the

Hide Disabled

button under the table.

Editing agent states

In the left panel, go to

Settings

.

Under

Voice

, click

Accounts

.

Select the account you want to edit.

In the

Agent States

tab, click the

Edit

(pencil) icon on the right.

In the popup that appears, you can edit the following:

State Name
Base State
Agent Selectable
State Enabled

Click

Ok

.

Deleting agent states

In the left panel, go to
Settings
.
Under
Voice
, click
Accounts
.
Select the account you want to delete.
In the
Agent States
tab, click the
Delete
(trash) icon on the right.
Click the
Delete
button.

Adding custom agent states

Custom states allow you to expand on base states. This allows agents to be more specific about their availability (for instance, if they are unavailable because they’re in a meeting, in a coaching session, or on a personal break).

The custom state's availability status always aligns with the selected base state. If the custom state is set to an unavailable base state, the agent won’t receive any incoming interactions.

To add a new agent state in RingCX:

In the left panel, go to

Settings

.

Under

Voice

, click

Accounts

.

Select the account you want to edit.

Click the

Agent States

tab.

Click the

Add New State

button at the bottom right of the

Available States

table.



In the window that appears, choose a name for the agent state and enter it in the

State Name

field.

Next, select a

Base State

from the dropdown menu. The following base states are predefined and can’t be edited:

Available
: Indicates the agent is ready to take or make another call or chat.
On Break
: Indicates the agent is on break and unavailable to take or make a call or chat.
Away
: Indicates the agent is away and unavailable to take or make a call or chat.
Lunch
: Indicates the agent is on lunch and unavailable for calls or chats.
Training
: Indicates the agent is in training and unavailable to take or make a call or chat.
Aux - Not Available - Allow Offhook
: Indicates any state in which the agent is unavailable to take or make a call or chat, but the line remains open/active.
Aux - Not Available - Disconnect Offhook
: Indicates any state in which the agent is unavailable to take or make a call or chat, and the line is inactive.
Working
: Indicates the agent is completing post-call work and is unavailable for calls or chats.

Check the

Agent Selectable

box if you want to allow agents to select this state.

Check the

State Enabled

box if you want the state to be active immediately.

Click the

Ok

button to save your changes.

Click

Save

at the bottom of your screen.

In this article

Understanding agent states

Viewing, editing, and deleting agent states

Adding custom agent states

Was this article helpful?

Yes, thanks Not really

Sorry, that page can't be found.

It may be broken or has been removed.

Try searching on our Support site or visit your account at My RingCentral