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8x8 Support

What is Idle States?


The ContactNow dashboard Status widget shows data to an agent:

  • Call States
  • Transfer
  • Available
  • Idle States



Idle States displays the percentage of time that agents have spent in Idle status rather than being Available to accept phone calls.

More Info

To review details of agent status, an admin should navigate to Analytics > Agents > Status.

More information about agent performance can be found here: ContactNow: Agent Report