Identifying Agent States in Finesse

callcenter finesse VoiceServices Cisco call center phone status statuses agent

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.

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Details

Article ID: 3177

Created

Thu 12/6/18 4:23 PM

Modified

Fri 12/7/18 9:46 AM