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Currently, when you are receiving a Inbound Call or doing a outbound call your state stays on available.
The state of the agent should be the same that we can see on our dashboard. On Call.
I would actually push this a litthe further and have state like:
ACD CALL
NON ACD CALL
INTERNAL CALL
OUTBOUND CALL
Thanks,
Jonathan Senécal
Refer What's New feature Engaged Label : https://help.webex.com/en-us/article/a1gx3h/What's-New-in-Webex-Contact-Center
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The scope of the solution to be provided is available here in Coming Soon: https://help.webex.com/en-us/article/a1gx3h/What's-New-in-Webex-Contact-Center#topic_D8159C942D4EE10D3C86F7C043C86722
Search for User experience enhancement—Engaged label
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