Engage Digital | Intro to agent states

Agent states are status notifiers that allow supervisors and admins to see what an agent is doing. Located at the top right corner of your screen, you can find and select your agent states beside your initials.

 

Agent states can be useful for your supervisors and administrators to monitor your productivity. It helps your supervisors have a precise view of the activity of their agents from the Supervisor view. In addition, it helps your administrators track your activity through the Analytics section.