Desktop: Agent State Changes

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Desktop: Agent State Changes

Problem Summary What state changes can an agent make from the agent state dropdown menu?
Error Message Invalid state change.
Possible Cause N/A
Recommended Action All agents can change their states as follows:
  • From: Ready (Available) To: Not Ready
  • From: Not Ready To: Ready (Available)
  • From: Not Ready To: Logout
  • From: Not Ready To: Not Ready with a different Reason Code
  • From: Talking on an incoming or outbound call To: Not Ready
  • From: Talking on an incoming or outbound call To: Ready (Available) if wrapup is not allowed or is optional.
  • From: Work (CCE only) on an incoming or outbound call To: Not Ready
  • From: Work (CCE only) on an incoming or outbound call To: Ready (Available) if wrapup is required or is optional.
Note Note: The WORK_NOT_READY agent state is not supported in Cisco Finesse.

The following supported states are changed as a result of call events. The agent does not control them or actively select them in the Desktop:

  • Busy Other(CCE only)
  • Reserved
  • Unknown (CCE only)
  • Active (CCE only)
  • Paused (CCE only)
  • Interrupted (CCE only)
  • Not Active (CCE only)
Release Release 8.5(1)
Associated CDETS # None

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