By default, ContactPad displays an agent's state in the state bar. Agents can manually change their major state at any time—available states vary depending on their current activity and on what other features are enabled for their account. An agent's state can also change automatically, also depending on their current activity. For information about agent states, see Agent states.
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Presence states and interaction states
Along with the agent's state—more accurately described as their 'presence state'—ContactPad displays the agent's state in relation to any interactions they are working with—their 'interaction state'. This additional information indicates whether the agent is available to work with other interactions:
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Presence and the All tab
Along with presence states and interaction states appearing in ContactPad, the agent's current interaction appears on the All tab in the Information panel.
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