Overriding states in real-time monitors

An overriding state is a state that ‘trumps’ another state as the state that appears in an Agent or Employee monitor. The states by order of priority are:
  • Ringing
  • ACD
  • ACD Hold
  • Non ACD
  • Non ACD Hold
  • Outbound
  • Outbound Hold
  • Work Timer
  • Do Not Disturb
  • Make Busy
  • System Idle
  • Idle
Parent topic: Accessing real-time information with Contact Center Client
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