Agent state transitions and forced agent logout with Avaya Experience Platform (On-Prem + Connect)

Last Updated : Jul 29, 2024 |

With Avaya Experience Platform™ (On-Prem + Connect), supervisors can change an agent state from Ready to Not Ready to prevent agents from receiving further interactions. A supervisor can also forcibly log out an agent from Avaya Workspaces and end the session.

If the supervisor changes the state of an agent who is active on an interaction, the agent is moved to a pending state. When the agent closes the interaction, the agent moves to the state the supervisor sets.

When a supervisor logs out an agent with active interactions, the agent state changes to Logout Pending. The agent does not receive any active interactions during this state.

The following table provides different agent state transitions and the workflow for changing the agent state from the supervisor dashboard:

Agent is not on an active interaction

Current agent state

Supervisor action

Results

Ready

Selects the Not Ready state.

  1. The supervisor dashboard is updated on the supervisor end, and the status transitions to Not Ready - SUPERVISOR_INITIATED.

  2. On the agent end, the agent state transitions to Not Ready with the reason code set as Supervisor.

Ready

Selects the Not Ready state, then selects the Finish Work state after transitioning to the Not Ready state.

  1. The supervisor dashboard is updated on the supervisor end, and the agent state transitions to Connected.

  2. On the agent end, the agent state transitions to Logged out with no reason code.

Not Ready

Selects the Finish Work state.

  1. The supervisor dashboard is updated on the supervisor end, and the agent state transitions to Connected.

  2. On the agent end, the agent state transitions to Connected.

Logged out

Selects End Session.

  1. The supervisor dashboard is updated on the supervisor end, and the agent state transitions to Offline.

  2. On the agent end, the agent is redirected to the Avaya Workspaces Login page.

Agent is on an active interaction

Current agent state

Supervisor action

Results

Ready

Selects the Not Ready state.

  1. The supervisor dashboard is updated on the supervisor end, and the status transitions to Not Ready Pending.

  2. On the agent end, the agent state transitions to Not Ready Pending.

  3. After the active interaction ends, the agent state transitions to Not Ready with the reason code set as Supervisor.

Ready

Selects the Finish Work state.

  1. The supervisor dashboard is updated on the supervisor end, and the status transitions to Logout Pending.

  2. On the agent end, the agent state transitions to Logout Pending.

  3. After the active engagement ends, the agent state transitions to Logged out.

Not Ready

Selects the Finish Work state.

  1. The supervisor dashboard is updated on the supervisor end, and the status transitions to Logout Pending.

  2. On the agent end, the agent state transitions to Logout Pending.

  3. After the active interaction ends, the agent state transitions to Logged out with the reason code set as Supervisor.
Related information
Forcing Agents to Log Out