Understand agent states

Publisher

Cisco Webex Help Center

URL

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

Published

2026-09-17

Updated

unknown

Accessed

2026-09-23

HTTP status

200

License

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

Source notes citing this source

• Idle is the default state when an agent signs in. in context
• A supervisor signed in with the Supervisor and Agent role sets their own agent availability with the same state control the agent article describes. inferred in context
• An agent sets their own availability by choosing a state from the drop-down or search, either for all channels at once or per channel (Voice, Chat, Email, Social) with toggles, and clicking Apply. in context
• Webex Contact Center agent states include Available, Idle (with administrator-configured idle reason codes), Reserved, Engaged, Engaged Other, Wrap-Up and RONA. in context

Cite this source record

APA

WarmTransfer. (2026, September 17). Understand agent states. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-nvg4gu6-wxcc-understand-agent-states-c

BibTeX

@misc{warmtransfer-cisco-help-nvg4gu6-wxcc-understand-agent-states-c,
  title  = {Understand agent states},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-nvg4gu6-wxcc-understand-agent-states-c},
  note   = {Cisco Webex Help Center, accessed 2026-09-23}
}