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
|
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.
|
|
|
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.
|
|
|
ACTIVE
|
The
agent has accepted at least one offered task. The agent can also have one or
more of the following:
|
|
|
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.
|
|
|
PAUSED
|
The
agent has paused all tasks.
|
|
|
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.
|
|
|
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
|