User States
User states indicate the system state of individual agents. Read about monitoring user states in the User State Log section.
| User sate | Description |
|---|---|
| Afterwork | Afterwork includes all tasks agents handle after a call ends, including selecting a disposition, updating CRM information, writing remarks, and more. |
| Attended transfer | If an agent participates in an Attended transfer of a call, then the user state will reflect this. There are 2 distinct user states for starting and receiving an attended transfer. |
| Available | Agents are available to receive calls. |
| Call | Agent is in call. |
| Conference | If an agent participates in a Conference call, then the user state will reflect this. There are 3 distinct user states for leading, participating, and being on hold in a conference call. |
| Custom Call | In this user state, the agent is handling a custom call. |
| Hold | Hold state reflects that the agent is on a call, but put the other party on Hold. |
| Prework | Prework includes all tasks agents handle before a call connects, including updating CRM information, writing remarks, and more. |
| Ringing | The called party has not answered the call yet. There is a separate user state when the call is ringing in a Custom call. |
| Unavailable | Agent is logged in to the VCC Live, but is not logged in to a project. |
| Waiting for Call | Connecting the agent to the other party. |
| Waiting for Recall | A state before the agent is moved to an available state. The system checks if the agent has any callbacks. |
User states also include:
- AUX: these are break codes created on your account
- Custom states: if you have created custom states for agents, they will also appear in logs and statistics.
Note: the system does not route calls to agents in afterwork, call, prework, ringing, unavailable, waiting for call, and waiting for recall states.
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