There are two different types of agent states: system-triggered and agent-triggered. Agent-triggered states allow agents to manage their shift and indicate what they’re doing while logged in. This will depend on if your administrator configured it this way.
Please note that changing your agent state may affect your offhook session. Let’s say, for example, you need to take a break and have set your agent state from Available (green) to On Break (grey), your offhook session is automatically set to Disconnected.
System-triggered agent states, on the other hand, indicate agent activity when agents are unable to make changes to their agent state. For example, your administrator can configure your agent state to automatically be set to Working (orange) once a call comes in. Once you’ve ended or dispositioned that call, your agent state can be automatically set to Available (green).
Now let’s discuss how to change your agent state.