Agent and Task States | Expertflow CX

Agent States

	State	State Information	Allowed Actions
1	LOGIN	The agent's state immediately after signing in. No tasks are assigned to an agent while in this state. The LOGIN state is a transitive state; LOGIN triggers a change that results in a new state (NOT_READY).	None; the user transitions to NOT_READY automatically
2	NOT_READY	The agent won't be assigned any task. The agent enters NOT_READY state automatically after signing in.	READY LOGOUT INTERRUPTED NOT_READY w Reason Code
3	READY	The agent will be assigned tasks. The agent currently doesn't have any tasks. When an agent completes all tasks in the MRD, the agent's state returns to the READY.	NOT_READY RESERVED INTERRUPTED
4	INTERRUPTED	The agent has been interrupted in this MRD by a task from another MRD. An agent can be interrupted from NOT_READY, READY, ACTIVE, WORK_READY, PAUSED, and RESERVED states. The agent cannot perform dialog actions while INTERRUPTED. This state is only applicable for interruptible MRDs.	NOT_READY READY RESERVED ACTIVE BUSY WORK_READY
5	ACTIVE	The agent has accepted at least one offered task. The agent can also have one or more of the following: Paused tasks Offered tasks Tasks for which the agent is performing wrap-up work	WORK_READY READY INTERRUPTED BUSY
6	WORK_READY	The agent is performing wrap-up work for all tasks, or is performing wrap-up work for at least one task and has no other task.	READY INTERRUPTED
7	RESERVED	The agent has been assigned one or more tasks by Media Routing Engine, but has not accepted the tasks. The agent does not have active or paused tasks, and is not performing wrap-up work for any tasks.	ACTIVE READY NOT_READY (in case of RONA) INTERRUPTED
8	BUSY	When an agent handling MAX number of tasks for an MRD	ACTIVE INTERRUPTED
9	LOGOUT	The agent signed out of the MRD.	LOGIN
10	UNKNOWN	After the Chat Server failure recovery, agents will go to the UNKNOWN state. The Chat Server is unsure of connected sockets IDs about who is who, so all logged-in agents (before failure) are transited to the UNKNOWN state. The agents have to manually change their state after login/auto-login.	READY, NOT_READY, LOGOUT

Task States

Dialog State	Description
NEW	Indicates that a Task is newly created
OFFERED	Indicates that the dialog has been offered to a user
ACCEPTED	Indicates that the user has accepted the offered dialog
ACTIVE	Indicates that the dialog has at least one active participant; the user has started working on the accepted dialog
PAUSED	Indicates that an active dialog has been paused
WRAPPING_UP	Indicates that a user is performing wrap up activity for a dialog
INTERRUPTED	Indicates that the dialog has been interrupted by a dialog from another MRD. Dialogs can be interrupted if they are in the OFFERED, ACCEPTED, ACTIVE, PAUSED, or WRAPPING UP states. While a dialog is interrupted, all actions for that dialog are disabled. This state is applicable only for interruptible MRDs.
CLOSED	Indicates that the dialog ended.