MRE controls Agent and Task states.
|BUSY||Agent state transits to BUSY when agent is handling maximum chat sessions. No new chat can be routed to an agent in BUSY state.|
|INTERRUPTED||When an agent is handling no chat and a voice call comes in, agent state for chat is transited to INTERRUPTED. No new chat is routed to an agent in INTERRUPTED state|
|UNKNOWN||This state is set automatically when Chat Server starts / restarts / fail-overs. Agent can set READY or NOT_READY state from UNKNOWN state.|
|READY||Agent is ready for receiving new chats. An agent stays in READY state when handling less number of chats than number of maximum sessions.|
|NOT_READY||This state is set immediately after when an agent login. Agent can change his state from READY to NOT_READY|
|LOGOUT||This state is set when agent is logged out|
Need to calculate SLA for Chat (on which basis chat is considered to be assigned to an agent, what should be done in case of RONA
Chat Statistics Detail
Answered within Service Level
Answered after Service Level
Abandoned within Service Level
Abandoned after Service Level
When an agent doesn't accept an incoming chat request for the configured time, the chat is rerouted. The agent state is automatically changed to NOT_READY.