The Causes of Agent-State Transitions

Call events and events from the Cisco Agent Desktop (CAD) and the agent IP phone change the agent state.

Figure 1 contains two example agent state transitions, one at the beginning of the day when the agent logs in and one when the agent logs out. In that figure:

  1. The agent logs in and is immediately recorded as Not Ready.

  2. When the agent is Ready, the client sets the agent to this state by using the SET_AGENT_STATE_REQ message.

  3. When Unified CCX sends a call to the agent, the agent’s state becomes Reserved.

  4. As soon as the agent answers the call, the agent’s state becomes Talking.

  5. The agent indicates any after call work by using the SET_AGENT_STATE_REQ message.

  6. The client sets the agent state to Ready by using the SET_AGENT_STATE_REQ message with the Ready state when the agent is available for the next call.

Example Agent State Transitions