02-17-2016 03:35 PM
Hi,
Is there a way to set the user state to WORK_READY state? there is a requirement where in a Agent has to go in to a work ready state after a call ends.
Any help would be appreciated.
Solved! Go to Solution.
02-17-2016 10:05 PM
Hi,
According to the attached state machine diagram, the agent goes to wrapup after the states "talking" and "hold". So, the only way to put the agent to WORK_READY is by handling a call. The states WORK_READY and WORK are call related. Keep in mind, that wrapup can be optional.
Image source: Cisco Finesse Developer Guide 11.0(1), page 32
02-17-2016 10:05 PM
Hi,
According to the attached state machine diagram, the agent goes to wrapup after the states "talking" and "hold". So, the only way to put the agent to WORK_READY is by handling a call. The states WORK_READY and WORK are call related. Keep in mind, that wrapup can be optional.
Image source: Cisco Finesse Developer Guide 11.0(1), page 32
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