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Collaboration, Voice & AV · Foundational

Agent State

The current availability status of a contact center agent, such as Ready, Not Ready, Talking, Reserved or Work.

Definition

ACDs route contacts only to agents in Ready state. Not Ready states carry reason codes for breaks or training, and wrap-up or Work states allow after-call work before becoming available. Agent state data drives real-time dashboards and workforce management.

Example

An agent enters Not Ready with reason code Lunch, so the ACD skips her.

Exam tip

Only Ready agents receive routed contacts; reason codes explain non-availability in reports.

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