Need SMS help? Our dedicated SMS/TCR team is here for you. Chat with a live agent, ask our community, or call 1-888-898-4591 (Opt 3). Carriers now require TCR compliance to send text messages.
Click here if you only need to receive SMS messages.
Need SMS help? Our dedicated SMS/TCR team is here for you.
Need SMS help? Our dedicated SMS/TCR team is here for you. Chat with a live agent, ask our community, or call 1-888-898-4591 (Opt 3). Carriers now require TCR compliance to send text messages.
Agent states are status notifiers that allow supervisors and admins to see what an agent is doing. Depending on an agent’s permissions, an agent may also be able to update their agent state manually. For example, if an agent wants to start receiving interactions after taking a break, they might need to change their status from
Away
to
Available
.
Typically your agent state is set to
Available
by default once you’re logged in. However, agent states are configured and customized by administrators, meaning that the agent states you’ll find might differ depending on how your administrators have configured them.
Admins can also configure an agent’s account so that their agent state changes automatically as soon as they’re available for an interaction.
Updating agent states
Navigate to
Routing mode
via the left-hand navigation bar.
Click on the agent states dropdown at top right.
Select your preferred agent state.
Once you’ve selected your agent state, it will appear as your current agent state.