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.