Task Reason Codes

• Chat is active on agent

• Agent clicks leave-conversation button

• Agent goes in wrap-up

• Agent clicks leave-without-wrap-up button

CLOSED

DONE

AGENT-HANDLED

updated

• Chat is active on agent

• Agent clicks leave-conversation button

• Agent goes in wrap-up

• Agent clicks add-wrap-up button

CLOSED

DONE

AGENT-HANDLED

updated

• Chat is active on agent

• Agent clicks leave-conversation button

• Agent goes in wrap-up

• Wrap-up timer expires

CLOSED

DONE

AGENT-HANDLED

updated

• Wrap-Up is off

• Chat is active on agent

• Agent clicks leave-conversation button

CLOSED

DONE

AGENT-HANDLED

updated

• Chat is active on agent

• Agent Logout from Agent Desk

CLOSED

AGENT_LOGOUT

AGENT-HANDLED

updated

• Chat is ringing/enqueue on agent

• Customer ends chat

CLOSED

CANCELED

ABANDONED

updated

• Chat is in queue

• Agent request TTL expires

CLOSED

NO_AGENT_AVAILABLE

ABANDONED

updated

• Chat is ringing on agent

• Agent request TTL expires

• RONA expires

CLOSED

NO_AGENT_AVAILABLE

ABANDONED

updated

• Chat is ringing on agent

• RONA expires

CLOSED

RONA

RONA

updated

• Chat is in queue/ringing

• Voice call starts

CHAT TASK : CLOSED

CANCELED

data segregation not available

• Chat is ringing/active with agent

• Agent closes the browser

• Socket disconnect time expires

CLOSED

AGENT_LOGOUT

ABANDONED

data segregation not available

• Chat is active with agent

• Agent SLA expires

CLOSED

DONE

AGENT-SLA_EXPIRED

data segregation not available

Unknown reason

CLOSED

null

UNKNOWN

updated

• Chat is active with agent

ACTIVE

null

AGENT-HANDLED

updated