ACD Admin - Work States Settings

Work States (or Pause States as it’s sometimes known) allow agents to manually select non-queue activities such as breaks, lunch, meetings, and other customer-defined options. While in a Work State (outside of the default Accepting Calls), the agent will not receive queued calls. Here you can configure your work states and how you want the live monitor to behave (via thresholds) when looking at the Agent Status and Calls in Progress area.

To add a work state, click on the  Add + button. You’ll notice a new line item is automatically added.

State No. – this is the record identifier and is created automatically by the system upon adding the line.

Description – add the work state label you want to have displayed to the agents (and for your reporting analysis) in their work state drop down menu.

Thresholds – Used for the Live Monitor, when a threshold is set for an Agent’s work state (i.e. on break, on lunch, wrapping up, etc..) the “status timer” beside their name will change colour when thresholds are exceeded. This can be handy for work states such as lunch, where you would like it to turn red if agent is late back from their allotted lunch break.

•  Threshold 1 – set the number of seconds before the agent status turns to yellow.

• Threshold 2 - set the number of seconds before the agent status turns to red.

Timeout - This setting is used to automatically change an agent's status back to "Accepting Calls" after the timeout value is exceeded. Timeout values are set in seconds and can only be set for states other than "Accepting Calls," "Wrapping Up" or "On Outbound."

Enabled – use this to toggle the work state on if you want it to be seen and used in the drop-down menu, for each Group of queues you would like the work states to be revealed in.

Min. Agts – Setting this feature helps to prohibit this work state from being used unless a minimum number of active agents in the Queue are present. This can help your agents know that they can or cannot step away from being available to take calls and is a great workforce handler! Simply add the minimum number of agents required, here (leave it blank for no limit).