We’d love the ability to assign agent states to specific teams or sites so that agents only see relevant options in their dropdown menu when tracking states manually. Currently, all agent states are global across the instance, which creates unnecessary clutter and increases the risk of agents selecting the wrong state—especially in complex orgs with multiple support groups/teams.

This functionality would significantly improve user experience and accuracy by allowing WFM teams to:

• Limit state visibility based on an agent’s assigned team or site.

• Simplify training and reduce cognitive load for agents by only showing the options they actually use.

• Avoid complex naming workarounds (e.g., prefixing every state with “CX -” or “Care -”) to manually partition state lists.