# 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](/help/articles/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**.
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.

> Canonical page: https://zenops.cx/help/articles/configure-agent-states/
> Audience: For administrators
> Summary: Map platform statuses to adherence treatment and schedule activity types.

## Notes on this article

### Note: Two separate mappings

After step 3 in resolution. Adherence Type determines how a platform status is treated in adherence reporting. Activity Type links that status to scheduled work; set each field deliberately.

## Visual references

- The Agent States list shows each platform status, adherence type, and mapped activity type.: [Scheduling Settings with Agent States selected, showing four Zendesk status mappings for Away, Offline, Online, and Transfers Only.](https://zenops.cx/help/assets/agent-states-list.png)
- Edit an agent state to set its platform status, adherence treatment, and activity mapping.: [Edit Agent State form with fields for agent state name, platform, platform status, adherence type, and activity type.](https://zenops.cx/help/assets/agent-state-edit-form.png)