Desktop: Agent State Changes

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Desktop: Agent State Changes

Problem Summary What state changes can an agent make?
Error Message Invalid state change
Possible Cause N/A
Recommended Action An agent can change from:
  • AGENT_STATE_LOGIN to AGENT_STATE_LOGOUT and vice versa
  • AGENT_STATE_AVAILABLE (Ready) to AGENT_STATE_NOT_READY
  • AGENT_STATE_NOT_READY to AGENT_STATE_AVAILABLE (Ready), AGENT_STATE_LOGOUT, or AGENT_STATE_NOT_READY with a different Reason Code
  • AGENT_STATE_TALKING on an incoming or outbound call to AGENT_STATE_NOT_READY or AGENT_STATE_AVAILABLE if wrapup is not allowed or is optional.
  • AGENT_STATE_WORK_READY (CCE only) on an incoming or outbound call to AGENT_STATE_NOT_READY or AGENT_STATE_AVAILABLE if wrapup is required or is optional.

Note that AGENT_STATE_WORK_NOT_READY is not supported in Finesse.

Also note that these states are supported, but a change to them occurs because of call events. The agent does not control them or actively select them in the Desktop:

  • AGENT_STATE_BUSY_OTHER (CCE only)
  • AGENT_STATE_RESERVED
  • AGENT_STATE_UNKNOWN (CCE only)
  • AGENT_STATE_ACTIVE (CCE only)
  • AGENT_STATE_PAUSED (CCE only)
  • AGENT_STATE_INTERRUPTED (CCE only)
  • AGENT_STATE_NOT_ACTIVE (CCE only)


Release Release 8.5(1)
Associated CDETS # None

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