Agent & MRD States

Following are the different Agent States and their description:

State Name	Description
LOGIN	The agent state is set to LOGIN when they log in to the agent desk.
NOT_READY	Indicates that the agent is unavailable to handle any requests. In this state, all associated MRDs are also set to NOT_READY or PENDING_NOT_READY. Agents cannot switch their MRD state to READY if their main state is NOT_READY.
READY	The agent is available to handle requests and can change the MRD state to READY. To accept requests, the agent must also change their MRD state to READY.
LOGOUT	The agent state is set to LOGOUT when they log out from the agent desk.

Following are the different MRD states and their description:

State Name	Description
LOGIN	When an agent logs in, all associated MRDs are initially set to LOGIN for a brief period before transitioning to NOT_READY.
NOT_READY	Indicates that the agent is inactive on this MRD and cannot accept any requests on this channel.
READY	Indicates that the agent is available and ready to accept new requests on this MRD.
ACTIVE	The agent is currently handling requests on this MRD, but the total number of active requests is still below the maximum allowed limit.
BUSY	The agent is handling the maximum allowed number of requests on this MRD and cannot take on additional requests.
PENDING_NOT_READY	This state occurs when the agent attempts to switch the MRD to NOT_READY while still handling active requests (ACTIVE or BUSY). The MRD will automatically transition to NOT_READY once all ongoing requests are completed. Unlike other cases where the MRD transitions to READY from ACTIVE, in this scenario, it moves directly to NOT_READY after completing the requests.
INTERRUPTED	Agent can not accept any chat on an MRD that is in INTERRUPTED state. For more details about how and when an MRD is switched to this state, please refer to this document.
LOGOUT	When an agent logs out from agent desk all of the MRDs are also set to LOGOUT state.