The final account setting you’ll encounter deals with agent state configuration. You can configure your agent states by navigating to Settings > Accounts, selecting the account you wish to edit, and clicking the Agent States tab in your account’s configuration panel.
Agent states are simply status notifiers that allow users to see what an agent is doing. There are two different types of agent states: system-triggered and agent-triggered agent states.
Agent-triggered agent states allows agents to manage their day and indicate what they’re doing while logged in. For example, an agent can be Available (that is, ready to take or make another call or chat), or they can be Engaged (on an active call or chat), Working (completing post-call work), At Lunch, On Break, or even just Away.
System-triggered agent states, on the other hand, indicate agent activity when agents are unable to make changes to their agent state, like when they’re offline, on a call, or in a chat. For example, an agent can be Offline (if they’re logged out of the agent interface), or they can be Monitoring (if they’re a supervisor and monitoring an agent’s call).