In CTI, supervisors can view agent custom states configured using the User State Builder, enabling them to monitor detailed and meaningful agent activities directly in the Supervisor Console.

Custom states represent granular agent activities derived from standard states such as Idle or After Call Work (ACW). Custom states configured by admins are automatically applied to CTI agents and displayed in the Supervisor Console, ensuring consistency with Enterprise agents.

Key Benefits

• Consistent agent state visibility: Supervisors can view the same custom states for agents, whether they are operating in CTI or Enterprise.

• More granular monitoring: Instead of generic states, supervisors gain visibility into detailed activities such as Inbound ACW, Outbound ACW, Working on Email Case, and more.

• Improved workforce monitoring: Accurate and consistent state representation helps supervisors better understand agent workload, call‑handling patterns, and post‑call activities.

Enablement

• Admins configure custom states using the User State Builder, defining conditions based on voice conversation attributes, case attributes, user status, and activity. For detailed steps, see User State Builder.

• Once configured, these states must be enabled in the relevant persona app.

• After enablement, custom states are automatically applied to CTI agents and reflected in the Supervisor Console.

Supervisor Experience

The following example illustrates how custom states appear for CTI agents within the Supervisor Console:

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