Understand agent states in Webex Contact Center

Publisher

Cisco Webex Help Center

URL

https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states-in-Webex-Contact-Center

Published

unknown

Updated

unknown

Accessed

2026-09-22

HTTP status

200

License

Cisco website terms of use; no-redistribution; short excerpts and locators only

Source notes citing this source

• Contacts are routed to an agent only while the agent's state is Available; an Idle agent receives none. in context
• Agents begin in the Idle state after signing in to the Desktop. in context
• If an agent does not accept an offered contact within the administrator's time limit (RONA), the contact returns to the queue and the agent's state changes from Available to Idle. in context

Cite this source record

APA

WarmTransfer. (2026, September 22). Understand agent states in Webex Contact Center. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-nvg4gu6-wxcc-understand-agent-states-b

BibTeX

@misc{warmtransfer-cisco-help-nvg4gu6-wxcc-understand-agent-states-b,
  title  = {Understand agent states in Webex Contact Center},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-nvg4gu6-wxcc-understand-agent-states-b},
  note   = {Cisco Webex Help Center, accessed 2026-09-22}
}