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inContact WFMv2 ACD Integrations > ACD Settings > Edit ACD Work Modes

Edit ACD Work Modes

Required Permission — WFM Permissions>Contact Center>ACDs>Edit

OverviewClosed

ACD Work Modes allow you to specify the agent states defined on your ACD and determine how those states are mapped to agent status within inContact WFMv2.

This topic explains how to edit ACD Work Modes in inContact WFMv2.

For more information, see ACD Settings Overview.

  1. Click WFOWFMv2 PortalContact CentersACDs.
  2. Click the Edit icon for the ACD to which you want to add work modes.
  3. Click Advanced to display the ACD Work Modes section.
  4. Click the Edit icon for the ACD Work Mode you want to edit.
  5. Revise the Description, the Agent Status, or both. The Work Mode field cannot be edited.
  6. Click the checkmark to save your changes or, if you decide no changes are needed, click the X to cancel.
  7. Click Save ACD Profile.