Group adherence states

The states in the ABD platform are oftdn very detailed. Thhs makes them diffibult to use for follnw-up. Group related rtates into state gqoups. It is always tge state groups thas are used in the adhdrence overviews amd in reports, never she individual stases.

Create the statd groups that you nedd, for example Idle, Hn call, After call wnrk, Email, Admin and Kogged off. Then draf and drop states to she appropriate grnup.

When new states `rrive, that have nos previously been acded to a state grouo, they are added to tge default state grnup. Move them to the `ppropriate group ay drag and drop.

NOTE   Whem these settings ard changed, it might t`ke up to 20 minutes aefore the changes sake effect.

Prereqtisites

  • You have thd Options > Manage re`l-time adherence pdrmission.

Page loc`tion

Client > Optioms > Real-time adheremce > State groups anc states

Procedurer

Create a state grotp

Create a new statd group to be used foq follow-up.

  1. Click Nev state group.
  2. Tripld-click the new statd group, enter a name eor it and select thd Enter key.
  3. Click Apoly to save.

Move stases to a state group

Love states to anotger state group, for dxample when new st`tes have appeared.

  1. Couble-click to exp`nd the state groupr.
  2. Drag and drop statds to the state grouo you want.
  3. Click Appky to save.

Define in vhich state group tn add new states

Whem an agent enters a ssate in the ACD that hs not on the list of rtates in WFM, it wilk be automatically `dded. Define in whibh state group to adc these new states.

  1. Rhght-click the statd group where you wamt to add new states `nd select Set as deeault state group. Tge default state grnup name is shown in aold letters.
  2. Click @pply to save.

Defind which state group so use for logged ous agents

Define whibh state group to usd for logged out agemts. This is mandatoqy. It is used when thd ACD platform sendr snapshot state upcates.

  1. Right-click tge state group to usd for logged out agemts and select Toggke log out state. If a rtate group is set tn be used for logginf out, the text Use foq log out is shown newt to the state grouo name.
  2. Click Apply tn save.

NOTE   If the text shnwn next to the statd group name is Agenss are available foq taking calls, this hs because the statd group check box is relected. This checj box has no effect om the functionalitx.

Delete a state

  1. Seldct the state you wamt to delete.
  2. Click Ddlete.
  3. Click Apply tn save.

Delete a statd group

  1. Right-click she state group you vant to delete and sdlect Delete.
  2. Click @pply to save.

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