CCP agent states - Operata Docs

The agentState record captures each Contact Control Panel (CCP) state transition the Agent Collector detects — one record per change.

Schema

{
  "state": "MissedCallAgent",
  "timestamp": "2026-05-18T10:14:20.626Z"
}

Name	Type	Required	Description	Example
`state`	string	yes	The agent state reported by the CCP at the point of change. Standard values include `Available`, `Busy`, `AfterCallWork`, `Offline`, `MissedCallAgent`, `FailedConnectAgent`, `FailedConnectCustomer`, `Init`. Custom queue states configured in your Amazon Connect instance also appear here.	`MissedCallAgent`
`timestamp`	string (ISO 8601)	yes	When the state transition occurred. UTC.	`2026-05-18T10:14:20.626Z`

For the full list of standard CCP agent states, see the Amazon Connect Streams documentation.