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If enabled for your account, you can change your intended state while in a Busy Inbound or Busy Outbound state. (If this feature is not enabled, you can only change your state to Wrap Up (Manual) while in a Busy state.) Your state does not change immediately. When you finish working with the interaction, your state changes to Wrap Up (Auto) and then your chosen intended state. If you are using disposition codes, see the Changing states and enforced disposition codes section later in this page.
You can see your intended state. Your intended state appears in gray text in the list of states. In the example, the agent's intended state is Lunch. When the agent's current interaction ends and has a disposition code (if enforced), the agent's state will change to Lunch.
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If the enforced disposition codes feature is enabled for your account, when you finish working with the interaction, your state changes to Logging the call. When you set the disposition code for the interaction, your state changes to a Ready state, or, if set, your intended state, bypassing the Wrap Up state. If you set the disposition code while working with the interaction, your state changes to a Ready state, or, if set, your intended state, as soon as the interaction ends.
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