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What is Idle States?

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Overview

The ContactNow dashboard Status widget shows data to an agent:

  • Call States
  • Transfer
  • Available
  • Idle States

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Answer

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