**Agent state** mappings allow you to define what it means for an agent to be in or out of adherence. These mappings will power the adherence metrics you see across Assembled, including in the **[Real-time overview](https://app.assembledhq.com/realtime/v2)**, the **[Agent scorecard](https://app.assembledhq.com/reports/agent-scorecard)** report, and the **[Team performance](https://app.assembledhq.com/reports/team-performance)** report.

## What are agent states?

Each contact platform has its own set of **Agent states** to describe what an agent can be doing at any given time. Some platforms (like Zendesk and Intercom) provide a predefined set of states, while other platforms (like Kustomer) allow you to customize your states.

Example states for Intercom: **Available, Away, Away and Reassign,** and **Offline.**

## How to map events and agent states

To add or edit an agent state mapping, open the **Configure** menu and select [**Agent states**](https://app.assembledhq.com/settings/agent-states). Once there, you can map agent states in two ways: Basic or Advanced.

### Basic

Basic mappings are done based on how we categorize **[Events](https://support.assembled.com/hc/en-us/articles/4414684329357-Creating-Event-Types)** — productive, default, and time off — and what **Channel** they are associated with.

As a refresher, **P** **roductive events** are those associated with a **Channel,** whereas **D** **efault** and **T** **ime-off events** aren't associated with a **Channel** and do not impact your staffing. Examples of these combinations you may see in the drop-down menu include **Productive** + **Channel** (phone, chat, email) **Events, Time-off events**, and **Default events**. You can choose multiple event type groupings for one **Agent state** mapping.

### Advanced

Advanced mappings are done by selecting the individual events that you want to be mapped to a specific **Agent state.**

You cannot map agent states on both a basic level and advanced level. It is one or the other.

Productive agent states should map to productive event types. I.e., if you're connected to Zendesk Talk, the productive states are "On call", "Online", and "Wrap up", and these should be mapped to your group of productive phone **Events**.

## How do I change the appearance of agent states?

1. Select the **edit pencil icon** next to any agent state.
2. Choose your background and text colors.
3. When you're happy, save the changes.

We don't limit which colors you can select, but it's a good idea to keep the agent states easy to read. Consider using a lighter background with dark text or a darker background with light text. To learn more, check out these [accessibility standards for color contrast](https://www.w3.org/WAI/WCAG21/Understanding/contrast-minimum.html).

## Tips for setting up mappings

For contact platforms that allow you to customize your **Agent states** (like Kustomer), try to mirror your **Agent states** with your Assembled **Event types.** Your agents will more easily understand whether they're in adherence if the **Event types** in Assembled are the same as the **Agent states** in your contact platform.

Some contact platforms will only be relevant for a certain set of **Events.** For example, if you have Zendesk Chat connected as a platform, then you should only set up mappings to chat **Event types.**

## Video tutorial
Mapping Agent States

[Open video in Loom](https://www.loom.com/share/7b66426e23054e55bfdfbd381535906f?source=embed_watch_on_loom_cta)