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 ended, including selecting a disposition, updating CRM information, writing remarks, and more. |
| Available | Agents are available to receive calls. |
| Call | Agent is in call. |
| 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. |
| Unavailable | Agent is logged in to the VCC Live, but is not logged in to a project. |
| Waiting for Call | Connecting agent to the other party. |
| Waiting for Recall | A state before agent is moved to available state. The system checks if the agent has any callbacks. |
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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