AgentRecordUserTypes

Defines the custom agent states. The agent desktop application starts and ends custom agent states, and it sends the required key-value pair (KVP) data to ICON through T-Server’s EventUserEvent. ICON verifies the values provided in EventUserEvent for the key names specified by this configuration option, in order to determine when custom states start (value for the configured key = "+") and finish (value = "-"). After a state is started and before it is finished, the desktop application can send data in user events, to be stored in the custom fields that correspond to the state, as specified by the AgentUserFields configuration option. For more information about ICON custom state recording, see “Using Custom States” on the Agent States and Logins tab on the Special Configuration Requirements page.

• Configured in: ICON Application
• Section: [custom-states]
• Default value: No default value
• Valid values: A comma-separated list of the custom state codes and key names in the format <StateCode>,<KeyName>. The custom state code must be a number greater than 199.
• Changes take effect: Immediately

Example:
AgentRecordUserTypes = 207,AfterCallWork,208,Break