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Change Agent State

Enables agents to change their states globally and MRD-wise.

After getting logged in, agents are in a Not-Ready state by default. They need to change their state to Ready to receive requests from the assigned MRDs. There are two levels of state changes in the AgentDesk.

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.

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 seconds/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 is 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 on 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

On logging 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 Change


Change MRD State

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 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

(error)

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

(tick)

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.

(tick)

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 maximum task limit.

The toggle switch of the MRD state goes red and remains ON

(error)

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 is switched off automatically.

The toggle switch of the MRD state goes purple and turns OFF.

(error)

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. 

(error)

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.

(error)

ACTIVE

READY

If the last task for an Agent MRD is closed, the agent automatically transitions to READY.

(tick)

READY

NOT_READY

Agents make themselves NOT_READY for a reason (optionally selected) if they don't want to receive any new tasks. 

(error)


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.

(error)


Note

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




MRD State Changes


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