Required security profile permissions: Data Download View
The Agent States data download report (11) shows information about all possible agent states that an agent can enter. It includes default system states and custom states.
Select Report Option
See Data Download for details about all options available in the Select Report Option section when you run a data download report.
Columns
The code corresponding to the stateThe availability status of an agent. the agent was in. This column contains one of the following:
| Agent State Code | Description |
|---|---|
| -13 | PreviewNotification, or a state where the agent views a call preview to decide whether to accept or reject the call. |
| -12 | LogoffPending, or a state where the agent clicked the Log Out button and waited for the application to respond. |
| -9 | PromisePending, or a state where the agent waited for a promise keeper callbackHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue. to connect to the contact. |
| -8 | CallbackPending, or a state where the agent waited for the dialer to connect the agent to a callbackHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue.. |
| -7 | TransferPending, or a state where the agent waited for a requested call transfer to occur. |
| -6 | DialerPending, or a state where the agent waited for the dialer to deliver a connected call. |
| -5 | ConsultPending, or a state where the agent waited for a requested conference to occur. |
| -4 | OutboundPending, or a state where the agent waited for a dialed call to connect to a contact. |
| -3 | InboundPending, or a state where the agent waited for an inbound call to connect. |
| -2 | HeldPartyAbandoned, or a state where the contact abandoned the call and the agent had not yet responded to the notification. |
| -1 |
Refused, or a state where the contact refuses to take a previewed call. |
| 0 | Available, or a state where the contact is unoccupied and ready to accept calls. |
| 1 | ACDAutomated Call (or Contact) Distribution; system that recognizes, routes, and connects contacts to available agents based on skill and priority., or a state where the agent is handling an inbound call. |
| 2 | Outbound, or a state where the agent is handling an outbound call. |
| 3 | Unavailable |
| Other values | Other values are custom unavailable states. |
The label associated with the
