Body
Issue/Question
What do the agent states mean in Finesse?
Environment
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. |