Engage Digital | Updating agent states
As we discussed in Intro to agent states, 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
To update your agent state, follow these steps:
1. Navigate to Routing mode via the left-hand navigation bar
2. Click on the agent states dropdown at top right
3. Select your preferred agent state
Once you’ve selected your agent state, it will appear as your current agent state.
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