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Agent States

Learn how to manage and monitor agent states in Maqsem track availability in real time and optimize contact center operations

🔍 Overview of Agent States

Maqsam provides real-time agent status tracking (such as Available, Busy, or ACW) to help managers monitor activity and workload distribution from the Live Page. Agents can manually update their availability, while admins can create custom states to better fit specific operational workflows.

👤 Agent States

Maqsam provides a set of agent states to log and monitor agent activity in real time from the Live Page:

  • Available – Agent is ready to take calls.

  • Busy – Agent is currently on a call.

  • Away – Agent is temporarily away from their workstation.

  • Absent – Agent is offline.

  • After Call Work (ACW) – Agent is completing post-call tasks.

  • Custom Away States – Admins can define additional away states based on business needs.

⚙️ Managing Agent States

Agents can manually update their state based on their availability, except for system-defined states like Busy during a call. Admins can configure Custom Away States to better reflect operational workflows.

📊 Real-Time Monitoring

All agent states update in real time and are displayed on the Live Page, allowing managers to track availability, identify workload distribution, and ensure smooth operations.