Introduction

In wolkvox Manager, you can create and manage custom states for agent-type users, which will be used within the wolkvox Agent application to indicate their availability or operational status (e.g., break, lunch, meeting, training, etc.).

These states help identify the situation of each agent during operation. From the configuration module, you can create new states, edit existing ones, or delete them according to the needs of your operation.

Keep in mind that there are some states that are predefined in the platform and cannot be deleted or edited from this section. These states are: Ready, ACW, and Logout.

Configuration

Access the Configuration

1. In wolkvox Manager, click on the Settings icon (⚙️) located in the top right menu.
2. Within the settings window, select the "Agent States" tab.

Create a New Agent State

1. Click on the "New State" button.
2. The "State Description" field will be enabled.
   • Write a short name to identify the state (e.g., Lunch).
3. Click on the "Add" button to save the new state.
   • Once created, the state will appear in the table below with the columns:
     • State ID (automatically generated by the system).
     • State description.

Edit an Agent State

1. In the states table, locate the state you want to modify.
   • Right-click on the state.
2. Select the "Edit Agent State" option.
3. Modify the text in the "State Description" field.
4. Click "Add" to apply the changes.

Delete an Agent State

1. In the states table, locate the state you want to delete.
   • Right-click on the state.
   • Select the "Delete Agent State" option.
   • The state will be deleted from the list and will no longer be available for agents.

Default Agent States in wolkvox

The Ready, ACW, and Logout states are default system states. These states cannot be edited or deleted from the configuration.