Agent States Report

Required permissions: Data Download On

The Agent States data download report shows information about all possible agent states that an agent can enter. It includes default system states and custom states.

An example of the Agent States data download report output.

Select Report Option

See Data Download Reports Reference for details about all options available in the Select Report Option section when you run a data download report.

Columns

Agent_State_Code

The code corresponding to the state The availability status of an agent the agent was in.

See the Agent State Codes table below for more information.

Description

The label associated with the agent state code.

Agent State Codes

Agent State Code	Description
-13 PreviewNotification	PreviewNotification, or a state where the agent views a call preview to decide whether to accept or reject the call.
-12 LogoffPending	Length of time an agent spent waiting for a system action—in this case the LogoffPending action—to complete or a state where the agent clicked the Log Out button and waited for the application to respond. This time consists of the collection of Unavailable Codes generated and managed by CXone. These states exist to track the time where the agent is waiting for the system to complete an action such as logging in the agent or waiting for a contact to arrive. Specifically, this category includes: LoggedIn, LoggedOut, DialerLoggedOut, PromisePending, CallbackPending, TransferPending, DialerPending, ConsultPending, OutboundPending, InboundPending.
-9 PromisePending	Length of time an agent spent waiting for a system action—in this case the PromisePending action—to complete or a state where the agent waited for a promise keeper callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. to connect to the contact. This time consists of the collection of Unavailable Codes generated and managed by CXone. These states exist to track the time where the agent is waiting for the system to complete an action such as logging in the agent or waiting for a contact to arrive. Specifically, this category includes: LoggedIn, LoggedOut, DialerLoggedOut, PromisePending, CallbackPending, TransferPending, DialerPending, ConsultPending, OutboundPending, InboundPending.
-8 CallbackPending	Length of time an agent spent waiting for a system action—in this case the CallbackPending action—to complete or a state where the agent waited for the dialer to connect the agent to a callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue.. This time consists of the collection of Unavailable Codes generated and managed by CXone. These states exist to track the time where the agent is waiting for the system to complete an action such as logging in the agent or waiting for a contact to arrive. Specifically, this category includes: LoggedIn, LoggedOut, DialerLoggedOut, PromisePending, CallbackPending, TransferPending, DialerPending, ConsultPending, OutboundPending, InboundPending.
-7 TransferPending	Length of time an agent spent waiting for a system action—in this case the TransferPending action—to complete or a state where the agent waited for a requested call transfer to occur. This time consists of the collection of Unavailable Codes generated and managed by CXone. These states exist to track the time where the agent is waiting for the system to complete an action such as logging in the agent or waiting for a contact to arrive. Specifically, this category includes: LoggedIn, LoggedOut, DialerLoggedOut, PromisePending, CallbackPending, TransferPending, DialerPending, ConsultPending, OutboundPending, InboundPending.
-6 DialerPending	Length of time an agent spent waiting for a system action—in this case the DialerPending action—to complete or a state where the agent waited for the dialer to deliver a connected call. This time consists of the collection of Unavailable Codes generated and managed by CXone. These states exist to track the time where the agent is waiting for the system to complete an action such as logging in the agent or waiting for a contact to arrive. Specifically, this category includes: LoggedIn, LoggedOut, DialerLoggedOut, PromisePending, CallbackPending, TransferPending, DialerPending, ConsultPending, OutboundPending, InboundPending.
-5 ConsultPending	Length of time an agent spent waiting for a system action—in this case the ConsultPending action—to complete or a state where the agent waited for a requested conference to occur. This time consists of the collection of Unavailable Codes generated and managed by CXone. These states exist to track the time where the agent is waiting for the system to complete an action such as logging in the agent or waiting for a contact to arrive. Specifically, this category includes: LoggedIn, LoggedOut, DialerLoggedOut, PromisePending, CallbackPending, TransferPending, DialerPending, ConsultPending, OutboundPending, InboundPending.
-4 OutboundPending	Length of time an agent spent waiting for a system action—in this case the OutboundPending action—to completeor a state where the agent waited for a dialed call to connect to a contact. This time consists of the collection of Unavailable Codes generated and managed by CXone. These states exist to track the time where the agent is waiting for the system to complete an action such as logging in the agent or waiting for a contact to arrive. Specifically, this category includes: LoggedIn, LoggedOut, DialerLoggedOut, PromisePending, CallbackPending, TransferPending, DialerPending, ConsultPending, OutboundPending, InboundPending.
-3 InboundPending	Length of time an agent spent waiting for a system action—in this case the InboundPending action—to complete or a state where the agent waited for an inbound call to connect. This time consists of the collection of Unavailable Codes generated and managed by CXone. These states exist to track the time where the agent is waiting for the system to complete an action such as logging in the agent or waiting for a contact to arrive. Specifically, this category includes: LoggedIn, LoggedOut, DialerLoggedOut, PromisePending, CallbackPending, TransferPending, DialerPending, ConsultPending, OutboundPending, InboundPending
-2 HeldPartyAbandon	Length of time an agent spent in the system state where the contact abandoned the call and the agent had not yet responded to the notification.
-1 Refused	Length of time spent in the system state where the agent refuses to take a call that was presented to them
0 Available	Length of time spent in the system state where the agent is unoccupied and ready to accept calls.
1 ACD	Length of time spent in the system state where the agent is handling an inbound call.
2 Outbound	Length of time spent in the system state where the agent is handling an outbound call.
3 Unavailable	Length of time spent in the system state where the agent is unoccupied and is not ready to accept calls.
4 Consult	Length of time spent in the system state where the agent is handling a consult with another agent or employee within CXone.
Other values	Other values are custom unavailable states.

Agent State Code

Description

-13

PreviewNotification

PreviewNotification, or a state where the agent views a call preview to decide whether to accept or reject the call.

-12

LogoffPending

Length of time an agent spent waiting for a system action—in this case the LogoffPending action—to complete or a state where the agent clicked the Log Out button and waited for the application to respond.

This time consists of the collection of Unavailable Codes generated and managed by CXone. These states exist to track the time where the agent is waiting for the system to complete an action such as logging in the agent or waiting for a contact to arrive. Specifically, this category includes: LoggedIn, LoggedOut, DialerLoggedOut, PromisePending, CallbackPending, TransferPending, DialerPending, ConsultPending, OutboundPending, InboundPending.

-9

PromisePending

Length of time an agent spent waiting for a system action—in this case the PromisePending action—to complete or a state where the agent waited for a promise keeper callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. to connect to the contact.

-8

CallbackPending

Length of time an agent spent waiting for a system action—in this case the CallbackPending action—to complete or a state where the agent waited for the dialer to connect the agent to a callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue..

-7

TransferPending

Length of time an agent spent waiting for a system action—in this case the TransferPending action—to complete or a state where the agent waited for a requested call transfer to occur.

-6

DialerPending

Length of time an agent spent waiting for a system action—in this case the DialerPending action—to complete or a state where the agent waited for the dialer to deliver a connected call.

-5

ConsultPending

Length of time an agent spent waiting for a system action—in this case the ConsultPending action—to complete or a state where the agent waited for a requested conference to occur.

-4

OutboundPending

Length of time an agent spent waiting for a system action—in this case the OutboundPending action—to completeor a state where the agent waited for a dialed call to connect to a contact.

-3

InboundPending

Length of time an agent spent waiting for a system action—in this case the InboundPending action—to complete or a state where the agent waited for an inbound call to connect.

-2

HeldPartyAbandon

Length of time an agent spent in the system state where the contact abandoned the call and the agent had not yet responded to the notification.

-1

Refused

Length of time spent in the system state where the agent refuses to take a call that was presented to them

Available

Length of time spent in the system state where the agent is unoccupied and ready to accept calls.

ACD

Length of time spent in the system state where the agent is handling an inbound call.

Outbound

Length of time spent in the system state where the agent is handling an outbound call.

Unavailable

Length of time spent in the system state where the agent is unoccupied and is not ready to accept calls.

Consult

Length of time spent in the system state where the agent is handling a consult with another agent or employee within CXone.

Other values

Other values are custom unavailable states.