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An agent is a VCC Admin Portal user who receives and make calls using the agent interface (either ContactPad or ContactHub). An agent can be in one of several agent states. For information on agent states, see Agent states in ContactPad. An agent can change their own state in ContactPad, or as a supervisor, you can change the agent's state in Real Time. Changing an agent's state is especially useful if an agent cannot change their own state for any reason—for example, if the agent has been called suddenly away from their computer.
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