Agent States

Change Agent State

After getting logged in, agents are set to the Not Ready state by default. Change your state to Ready to be able to receive requests from the assigned MRDs.

There are two levels of state changes in the Agent Desk:

Global state change - global states are the high-level states that serve as the basis for setting MRD states. The state change on this level affects state changes on all assigned MRDs.
MRD state change - MRD states are specifically for a particular MRD. Once agents set themselves as Ready, or Not Ready on a specified MRD, they make themselves available or not available to take requests from that particular MRD.

In this section, we will explore the various global state changes that the agent can be in at any time.

After logging in, an agent can go through the following state transitions:

From	To	Description
LOGOUT	LOGIN	`LOGIN` is a transient state and transitions to `NOT_READY` automatically after the agent logs in. A transient state is a state in which agents stay shortly (typically for a few secs/mins) and transition to a more permanent state.
LOGIN	NOT_READY	Once an agent switches its state to `NOT_READY,` the switches of all MRDs are turned off. When an agent is in `a NOT_READY` state, the Routing Engine doesn’t route any new requests to this agent. The top agent-state dropdown turns grey and displays the Not Ready reason of the agent. No reason code is assigned when the agent transitions to the Not Ready state immediately after the LOGIN state.
NOT_READY	READY	Once an agent is ready, new requests for an MRD may be routed to the agent depending upon the Agent's MRD State. See MRD State Transitions in the table below.
READY	NOT_READY	The Agent can specify one of the not-ready reason codes, upon changing their state to NOT_READY. All Not-ready reasons are currently defined by the system administrator in Unified Admin.
NOT_READY/READY	LOGOUT	When logs out, the system waits for the Agent_Disconnect timer timeout to expire. Upon expiry, all the current tasks of the agent are re-routed to another available agent and the agent is logged out. Agents can also log out while in the Ready state as well as when in the Not Ready state.
	unknown	If the agent state is `unknown`, then it means that the state is not determined(unknown). This scenario is unlikely to happen.

Agents can also see the real-time timer going on to count how much time the agent remains in a state (Ready, Not Ready). This state timer is reset every time the global state is changed.

Global State Changes

Change MRD State

In addition to the state changes as discussed above, agents can also manage their state in individual MRDs such as going Ready for a Chat MRD and Not Ready for the Voice call MRD.

An agent can go through the following MRD state transitions:

From	To	Description	Routable (if a task of this MRD can be routed in this state)
-	LOGIN	Login is the agent's state immediately after signing in. No tasks are assigned to the agent while in this state. The LOGIN state is a transitive state; LOGIN triggers a change that results in a new state, i.e. NOT_READY.	None
LOGIN	NOT_READY	By default, agents are set to NOT_READY after logging in. Agents won't be assigned any new tasks in this state. In this state, the toggle button of the MRD state turns grey and remains `OFF`.
NOT_READY	READY	In this state, agents are available to take new requests for a particular MRD. The toggle switch of the MRD state goes green and turns `ON`.
READY	ACTIVE	When the agent is working on at least one task in this MRD. This is a system-defined state. Agents automatically transition to this state as soon as they accept a task on the specified MRD. The toggle switch of the MRD state goes orange and remains `ON`.
ACTIVE	BUSY	When an agent has already been offered the maximum number of tasks in this MRD as per the specified "Max Tasks" limit defined by the administrator. Agents automatically transition to this state as soon as their limit is reached for the specified MRD. When set to BUSY, agents will receive no new tasks from the particular MRD. However, this setting is available from the MRD settings in Unified Admin. Your system administrator defines the max task limit. The toggle switch of the MRD state goes red and remains `ON`.
ACTIVE	PENDING_NOT_READY	If and when the agent switches off an MRD while being `ACTIVE` on at least one task in this MRD, it automatically transitions to this state. This is a transient state while the active tasks of the agent are cleared from the Agent's interface. Once cleared, the agent's MRD has switched off automatically. The toggle switch of the MRD state goes purple and turns `OFF`.
BUSY	PENDING_NOT_READY	If and when the agent switches off this MRD while being `BUSY` handling tasks on this MRD, it automatically transitions to this state.
PENDING_NOT_READY	NOT_READY	The agent state will be transited to NOT_READY automatically after all the active tasks are cleared from the agent when the agent is in the PENDING_NOT_READY state.
ACTIVE	READY	If the last task for an Agent MRD is closed, the agent automatically transitions to `READY.`
READY	NOT_READY	Agents make themselves `NOT_READY` for a reason (optionally selected) if they don't want to receive any new tasks.
	unknown	In a failover scenario, an agent state may be set to UNKNOWN. The agent can switch to READY or NOT_READY from an UNKNOWN state.

The state timer does not apply to the MRD state change. It is only applicable to global state changes.

MRD State Changes