Agent States

Note that on the Agent Voice Portal screens, (Duration) presents the amount of time (in H:MM:SS) that the agent has been in their current status.

The status is indicated in text and color, per the following Agent States (in alphabetical order):

Agent State	Color	Description
After Call Work (ACW)	Orange	The agent has completed a call and is doing after-call work.
Available	White	The agent is currently signed in and available to take calls.
Conference	Green	The agent, transfer target and consumer are talking. (Amount of time talking.)
Consult	Light Green	The agent is initiating a transfer. (Amount of time to transfer.)
Disconnected/Break	Light Purple	The agent is currently on break. This status applies only to agents who are in an enhanced agent group.
Launching	Light Green	Used with Preview; the agent is launching a call to the consumer. (Amount of time to launch the call.)
No Work	Yellow	The agent is not on a call or doing after-call work. When an agent's status is No Work for more than 30 seconds, the status is shown in yellow.
Preview	Aqua	The agent is viewing consumer information prior to launching a call. (Amount of time in preview.)
Signed Out/No Session	Grey	The agent is signed out.
Talking	Green	The agent is currently speaking to a client.
Transfer	Light Green	The agent is transferring a call to another agent.
Unavailable/Call Center Closed	Red	The agent is not currently signed in or the call center is closed.
Whisper	Light Green	The agent is listening to the whisper prompt for the current client. The client is still in the hold queue.