Set up ACD User States in the Contact Center

ACD User States are the options Contact Center Users will have for setting themselves 'available' and 'unavailable' and are a key component of reporting what a Contact Center agent was doing throughout their day.

Creating ACD User States

1. Navigate to Administration > Queue Management > ACD User States. There will be a default group where you can add and remove states. Select ADD STATE +.
   
2. Enter the Name, Description, Group, Allows Ready, Ready Display Name, Not Ready Display Name, Default Ready, and Attributes.
   
3. If you want to create a new States Group, select the Group Dropdown box, and instead of selecting an Option: type the new Group Name and click off of the dropdown. After saving the new Group will be an available drop down item for new states.
   
4. We recommend setting up
   1. A Default Not Ready State, that doesn't have Allows Ready checked. This will be the 'red' state users see initially as they login to the agent experience.
      
   2. At least one Allows Ready State
      
   3. Then busy states as required, to identify reasons for going offline. (Examples; Bathroom, Lunch, Training).
      
5. The states will be applied to Call Center Agents in ACD User Profiles.