Identifying Agent States in Finesse

Issue/Question

What do the agent states mean in Finesse?

Environment

  • Cisco Finesse

Resolution

State Definition
Not Ready - Supervisor Initiated The agent's supervisor has manually placed the agent in a not ready state.
Not Ready - Personal/Direct Call The agent received a direct call or made an outbound call.
Not Ready - Phone Failure The agent's phone has lost network connectivity and is not functional.
Not Ready - Phone Working The agent's phone has recovered from a failure and is now functional.
Not Ready- Agent Logon The agent has logged in and has not changed their state yet.
Not Ready - Call Not Answered A call from the queue rang to the agent's phone, but the agent did not answer it.
Not Ready - CUCM Failover The phone system has suffered a failure. Redundant systems have been invoked.

 

Print Article