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How do I add a new existing agent state?
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- Log in to the VCC Admin Portal and go to System Settings. For information on accessing System Settings, see Editing System Configuration (Account Settings).
- Click the Agent States tab. The Agent States area appears.
In the Select the Major state to set up list, click the major state that you are creating a new minor state for. The list of existing minor states appears.
Note title Restrictions You cannot add new minor states to the Ready state.
You can add a maximum of 16 minor states to a major state.
Click Add. A new minor state appears at the bottom of the list of minor states.
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To set the initial agent login state, click the required state in the Select the initial agent login state list in system settings.
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You cannot select a custom state as the initial agent state. Only the default states are available in the Select the initial agent login state list. We recommend that you do not select Wrap Up as the initial login state due to potential issues. |
For more information about configuring agent states, see:
- Editing System Configuration (Account Settings) (account-level wrap times for outbound interactions and transfers)
- Configuring individual users (user-level outbound wrap time, no answer timeout, and so on)
- Configuring groups (group-level maximum wrap time)