Task Reason Codes

Scenario	Task State	Reason Code	Disposition	Change in ETL
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

Related Jira Issues

CIM-13580

We