User states indicate the system state of individual agents. Read about monitoring user states in the User State Log section.
|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® Desk, 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.
There's always more to learn. Discover similar features by visiting related articles:
Can't find what you need? Use the comment section below to connect with others, get answers from our experts, or share your ideas with us.