Agent States for Nonvoice Media

Users can set the following states with the Media APIs:

LOGIN
READY
NOT_READY
LOGOUT

Users enter the following states automatically while on a task. Users cannot place themselves in these states. For example, agents enter ACTIVE state when they accept a task.

RESERVED
ACTIVE
PAUSED
INTERRUPTED
WORK_READY

The agent enters WORK_NOT_READY state automatically if the Finesse server on which the agent is signed in disconnects. When agent signs in again or Finesse side reconnects to CCE, the agent is moved out of the WORK_NOT_READY state. This state cannot be set from the agent desktop.

If an agent is configured to work on a maximum of one task in an MRD, the agent's state in the MRD reflects the agent's activity on that task. However, an agent can be configured to work on several tasks at once in an MRD. The following state hierarchy determines the agent's state in that MRD:

LOGIN/LOGOUT
READY/NOT_READY
INTERRUPTED
ACTIVE
WORK_READY
PAUSED
RESERVED

Consider this state hierarchy example. An agent is handling three tasks in an interruptible MRD:

Task 1 = PAUSED
Task 2 = WORK_READY
Task 3 = ACTIVE

Based on the state hierarchy, the agent's overall state in the MRD is ACTIVE. If a task from another MRD then interrupts this MRD, the agent's state in this MRD changes to INTERRUPTED.

The table describes the agent states for nonvoice MRDs.


State	State Information	Allowed Actions
LOGIN	The agent's state immediately after signing in. No tasks are assigned to an agent while in this state. The LOGIN state is a transitive state; LOGIN triggers a change that results in a new state (NOT_READY).	None; the user transitions to NOT_READY automatically
NOT_READY	The agent won't be assigned tasks. The agent enters NOT_READY state automatically after signing in. For accurate task durations in reports, do not change agents to NOT_READY state while they have active tasks. Instead, make the agent not routable to stop assigning tasks to the agent. An agent cannot change to NOT_READY state if the agent has a pending incoming task. The agent has a pending task if Finesse has an offered dialog for that agent.	READY LOGOUT
READY	The agent will be assigned tasks. The agent currently doesn't have any tasks. The agent is automatically made routable when the agent enters READY state. When an agent completes all tasks in the MRD, the agent's state returns to the READY.	NOT_READY LOGOUT
INTERRUPTED	The agent has been interrupted in this MRD by a task from another MRD. An agent can be interrupted from ACTIVE, WORK_READY, PAUSED, and RESERVED states. The agent cannot perform dialog actions while INTERRUPTED. This state is only applicable for interruptible MRDs in which the agent was configured to accept interrupts when signing into the MRD.	NOT_READY LOGOUT
ACTIVE	The agent has accepted at least one offered task. The agent can also have one or more of the following: Paused tasks Offered tasks Tasks for which the agent is performing wrap-up work	NOT_READY LOGOUT
WORK_READY	The agent is performing wrap-up work for all tasks, or is performing wrap-up work for at least one task and has one or more paused tasks.	NOT_READY LOGOUT
PAUSED	The agent has paused all tasks.	NOT_READY LOGOUT
RESERVED	The agent has been assigned one or more tasks by CCE, but has not accepted the tasks. The agent does not have active or paused tasks, and is not performing wrap-up work for any tasks.	NOT_READY LOGOUT
LOGOUT	The agent signed out of the MRD. If the agent signs out with active tasks, Finesse either closes or transfers the tasks depending on how the dialogLogoutAction parameter was set for the MRD when the agent signed in.	LOGIN
WORK_NOT_READY	The Finesse server on which the agent is signed in disconnected. When an agent fails over to the secondary Finesse server, the agent must sign in to the media again. The agent's state after signing in is determined based on the state of the agent's assigned tasks. If the agent doesn't have tasks, the agent is put in NOT_READY state.	None