Desktop: Agent State Changes

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Problem Summary

What valid 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:

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:

Release

Release 8.5(1)

Associated CDETS #

None

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