Create and manage custom agent states

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This topic is part of the manual Manage your Contact Center in Agent Setup for version Current of Agent Setup.

Custom agent states enable you to tailor agent states to fit your business needs.

1

On the Custom Agent States tab, you can add custom agent states that an agent can select for After Call Work and Not Ready reasons.

You can organize custom agent states into folders. When you select the Folder option, a drop-down list box is displayed where you can select a folder or click the add folder icon Umgr icon addFolder.png to create a new folder.

Once you have selected the folder, enter an appropriate Display Name (example: Lunch Break) and a relevant Code that is unique.