Cisco Finesse - Make Agent Available/Unavailable
Management of Ready/Not Ready/Work states in Cisco Finesse.
To accept incoming queued calls, click the State icon and then select Ready from the drop-down list.
Not Ready (Unavailable)
To go unavailable, click the State icon and select a Not Ready state from the drop-down list. When agents are in Not Ready state, no queued calls will be sent to them.
There are different types of Not Ready states from which to choose; select the desired reason code state to make yourself Not Ready. Different contact centers may have different not ready codes.
Reserved, Talking, and Wrap-Up
These are automatic state changes. Reserved is only active when the agent is receiving a call from the queue. The state is changed to Talking while the agent is on an inbound ACD call. Once a queue call has concluded, the state will change to Wrap-Up for two minutes, then the state will change back to the most recent state selected (usually Ready) unless the agent selects Ready or Not Ready prior to that Wrap-Up timer expiring.