cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
676
Views
0
Helpful
1
Replies

change a user state to work ready

azizshaik
Beginner
Beginner

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.

1 Accepted Solution

Accepted Solutions

zumbt_busu
Beginner
Beginner

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

View solution in original post

1 Reply 1

zumbt_busu
Beginner
Beginner

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

Getting Started

Find answers to your questions by entering keywords or phrases in the Search bar above. New here? Use these resources to familiarize yourself with the community: