This is an admin capability. Supervisors can view agent states on the
wallboard but can’t change them — there’s no supervisor-facing
control for this today.
Before you start
- You need an admin role.
Steps
1
Open the agent
In the left navigation, select Agents, then select the person.
2
Choose an available transition
Under State Administration, select from the transitions available for their current
state — for example, Log out or Start break. Only transitions valid from their
current state are shown; if none are available, none render.
3
Adjust queue enrollment, if needed
Under Queue & Campaign Enrollments, select Enroll or Enrolled to toggle their
membership in a queue. To assign them to a campaign, see Assign agents to a
campaign instead.
Verify
The agent’s Current State badge updates immediately, and reflects on the
wallboard within a few seconds.
Common problems
- No transition buttons appear. The agent is in a state with no manual transitions available — for example, mid-call. Wait for the call to end.
- You need to change their skills or role, not just their state — see Add queue members and skills or Roles and permissions.