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Agent states track an agent's activity and make an agent available to take calls. For more information about agent states, see Agent states in ContactPad.
If your account is enabled to do so, you can add new minor agent states, and edit new and existing minor states. You can also set the initial agent login state.
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To set the initial agent login state, click the required state in the Select the initial agent login state list list in Configuration (Account Settings)). The Select the initial agent login state list contains both default and custom states.
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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.
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We recommend that you do not select Wrap Up as the initial login state due to potential issues. |
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