> For the complete documentation index, see [llms.txt](https://en.help.firstline.cc/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://en.help.firstline.cc/feature/channels/phone/cti-agent-state.md).

# Agent status

## Overview

Each agent has a corresponding status that reflects the agent's current working state, including whether they are busy and whether they can answer calls from direct lines.

The purpose of these statuses is to allow your team to clearly know each agent's availability and ability to answer calls. By setting an agent's status, other members or systems can understand whether the agent can receive incoming calls, handle customer inquiries, or needs a break, etc.

<figure><img src="https://3300265106-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MNRu7dk70ei7JV9HlW9%2Fuploads%2FDYTvo1FHi7jbvKJTcgkc%2Fimage.png?alt=media&amp;token=eea966bd-6265-45d7-83b0-8a20160e35df" alt=""><figcaption></figcaption></figure>

## Status List

| Status          | Description                                                                                                                                                                                             | Received direct line assignment | Can change status |
| --------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------- | ----------------- |
| Logging in      | The agent has just logged into the system.                                                                                                                                                              |                                 | ✅                 |
| Logged out      | The agent has not logged into the system.                                                                                                                                                               |                                 | ✅                 |
| Not Ready       | Follow-up status after the agent logs in.                                                                                                                                                               |                                 | ✅                 |
| Ready           | Indicates ready to handle direct line calls; this status is manually switched by the agent.                                                                                                             | ✅                               | ✅                 |
| Assigned        | The status during the period when the customer selects an assigned agent in the incoming system but additional voice or audio files need to be played and the call has not yet truly reached the agent. | ✅                               |                   |
| Busy            | On a call.                                                                                                                                                                                              |                                 |                   |
| After-call work | Just finished a call and is performing subsequent tasks or work, such as sending emails or creating tickets; this status remains until the agent manually changes it.                                   |                                 | ✅                 |
| No answer       | There is an incoming call but no action is taken (answer, reject, etc.) until timeout.                                                                                                                  |                                 | ✅                 |
| Meal            | One of the non-ready statuses, indicating a meal period.                                                                                                                                                |                                 | ✅                 |
| Break           | One of the non-ready statuses, indicating the agent is on a break.                                                                                                                                      |                                 | ✅                 |
| Restroom        | One of the non-ready statuses, indicating the agent has gone to the restroom.                                                                                                                           |                                 | ✅                 |
| Clerical        | One of the non-ready statuses, indicating the agent is handling clerical work, such as faxing or filling out forms.                                                                                     |                                 | ✅                 |
| Training        | One of the non-ready statuses, indicating the agent is in training or a meeting.                                                                                                                        |                                 | ✅                 |