Group adherence states

Publisher

Calabrio (Webex WFO Help Center)

URL

https://wfohelp.com/doc/Content/user-guides/adherence/group-adherence-states.htm

Published

unknown

Updated

unknown

Accessed

2026-10-01

HTTP status

200

License

proprietary; no-redistribution; short excerpts and locators only

Source notes citing this source

• Changes to adherence state groups rules or rule mappings can take up to 20 minutes to take effect. in context
• Grouping adherence states and creating or mapping adherence rules require the Options > Manage real-time adherence permission. in context
• Agent states arriving from the ACD that are not yet in a state group are added automatically to the default state group. in context
• Adherence state grouping requires one state group designated for logged-out agents and suggests groups such as Idle In call After call work Email Admin and Logged off. in context
• A new Webex CC idle code is likely to land in the WFM default state group until an administrator moves it, producing wrong adherence for agents using that code. inferred in context
• New states that arrive from the ACD and have not been configured are added to the default state group and must be moved manually. in context
• Changes to adherence state group settings can take up to 20 minutes to take effect. in context
• WFM adherence overviews and reports always use state groups, never the individual ACD states. in context

Cite this source record

APA

WarmTransfer. (2026, October 1). Group adherence states. WarmTransfer. https://warmtransfer.net/knowledge/sources/wfohelp-group-adherence-states

BibTeX

@misc{warmtransfer-wfohelp-group-adherence-states,
  title  = {Group adherence states},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/wfohelp-group-adherence-states},
  note   = {Calabrio (Webex WFO Help Center), accessed 2026-10-01}
}