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Identifying Agent States in Finesse
Identifying Agent States in Finesse
Tags
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
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Check out this knowledge base article I found in the Western Kentucky University knowledge base. https://td.wku.edu/TDClient/34/Portal/KB/ArticleDet?ID=3177 Identifying Agent States in Finesse Information about the different agent states in Cisco Finesse.