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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.

To add a new minor agent state, perform the following steps:

1. Log in to the VCC to the VCC Admin Portal and go to System Settings. to Configuration (within Account Settings). Configuration appears. For information on accessing System Settings Configuration, see see Editing Configuration (Account Settings).
2. Click the Agent States tab. The Agent States area appears.
   
   

3. 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.

   
   

4. 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 list in Configuration (Account Settings)). The Select the initial agent login state list contains both default and custom states.

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