Agent States

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.

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