The Routing Engine creates a new task for a human agent for each new request routed to an agent. When the agent closes the request, the task state is also closed.
A Task can be in any one of the following states:
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Queued: When the Task is enqueued in a precision queue
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Reserved: When the task is offered to an agent and the agent is yet to accept it.
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Active: When an agent has accepted and is active on the Task.
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Wrap-up: When the agent is applying a wrap-up (yet to be implemented)
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Closed: When the task is done and no further action is required.