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Supervisor Dashboard, Agent State should correlate with Contact Status

In ESD Supervisor Dashboard, if an agent is connected to a call, the Agent Status still shows as Available but Contact Status shows as Connected.

Can the Agent State change to Engaged while the agent is connected to an interaction?

It is similar to WXCUST-I-12543

  • Mykola Danylchuk
  • Jul 6 2023
Contact Center

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