Create and manage custom agent states

This topic is part of the manual PEC-REP/Current/ManageCC for version Current of Reporting.

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

Related documentation:

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.

Important

Custom Agent States only displays existing Not Ready codes created under the Contact Center Settings.

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 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.