/mcpIf an agent is configured to work on a maximum of one task in an MRD, the agent's state in the MRD reflects the agent's activity on that task. However, an agent can be configured to work on several tasks at once in an MRD. The following state hierarchy determines the agent's state in that MRD: 1. LOGIN/LOGOUT 2. READY/NOT_READY 3. INTERRUPTED 4. ACTIVE 5. WORK_READY 6. PAUSED 7. RESERVED Consider this state hierarchy example. An agent is handling three tasks in an interruptible MRD: • Task 1 = PAUSED • Task 2 = WORK_READY • Task 3 = ACTIVE Based on the state hierarchy, the agent's overall state in the MRD is ACTIVE. If a task from another MRD then interrupts this MRD, the agent's state in this MRD changes to INTERRUPTED. The table describes the agent states for nonvoice MRDs. Allowed Actions State Information State None; the user transitions to NOT_READY automatically The agent's state immediately after signing in. No tasks are assigned to an agent while in this state. The LOGIN state is a transitive state; LOGIN triggers a change that results in a new state (NOT_READY). LOGIN • READY • LOGOUT The agent won't be assigned tasks. The agent enters NOT_READY state automatically after signing in. For accurate task durations in reports, do not change agents to NOT_READY state while they have active tasks. Instead, make the agent not routable to stop assigning tasks to the agent. An agent cannot change to NOT_READY state if the agent has a pending incoming task. The agent has a pending task if Finesse has an offered dialog for that agent. NOT_READY Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 179 Cisco Finesse Desktop APIs Agent States for Nonvoice Media