One of the possible work item states: SUQ_WIS_ACTIVE - Work item is accepted by agent. SUQ_WIS_ALERTING - Work item is assigned to an agent but agent has not yet accepted work item. SUQ_WIS_COMPLETED - Work item is completed and ready to be removed from system. SUQ_WIS_ON_HOLD - Work item is suspended. For example, a call that is put on hold. SUQ_WIS_QUEUED - Work item is matched to a route and waiting for assignment to an agent. SUQ_WIS_RECEIVED - Work item was received by the routing engine but not yet matched to a route. SUQ_WIS_SCHEDULED - Work item is scheduled to be assigned later. SUQ_WIS_TXALERTING - Work item is in transfer alerting state. For example, agent 1 is transferring work item to agent 2 and has notified agent 2. For real-time work items only. SUQ_WIS_TXCONNECT - Work item is transferred to new agent. SUQ_WIS_TXDISCONNECT - Work item is suspended. For example, agent 1 is disconnected from agent 2 and agent 1 has not yet started working on work item again. SUQ_WIS_WRAP_UP - Work item is accepted by agent, completed, and agent is in wrap up state. |
