How To Configure Agent States

Objective

Map platform statuses to adherence treatment and, when appropriate, to activity types used in schedule reporting.

Environment

• You have permission to manage Scheduling Settings.
• The activity types you want to assign already exist. See How To Create Activity Types.

Resolution

1. Open Scheduling Settings → Agent States and review the current mappings. To bring in available Zendesk statuses, select Import from Zendesk; to add one manually, select Add Agent State.

   

2. Add a state or edit an existing row. Give it a clear Agent State Name, then choose its Platform and Platform Status.

   

3. Set the Adherence Type to match how this status should be treated in adherence reporting. For example, the list shows Online as In-adherence, while Away and Offline are Neutral.
   Note: Two separate mappings

   Adherence Type determines how a platform status is treated in adherence reporting. Activity Type links that status to scheduled work; set each field deliberately.

4. Choose the matching Activity Type when this state represents scheduled work. Leave it unassigned when no activity should be associated with the status; the example leaves Transfers Only unassigned.
5. Select Save Changes and confirm the list shows the expected platform status, adherence type, and activity mapping.