question

Carisse Lababo avatar image
Carisse Lababo asked

What state is an agent in when their available, working and outstate code are 0?

I'm using the Agent State Log extract for this report and there are Available, Working and Outstate_code columns which I use to determine agent state/availability. However, I encountered several rows where all these three are filled with 0. This is a little bit contradicting to their unavailable definition where 0 unavailable code = available.

analytics and reporting
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