Source note · Webex Contact Center RONA and agent state handling
Selecting an idle state while Engaged or in Wrap-Up puts the agent in Pending Idle: the system stops routing new interactions on that channel immediately and moves the agent to the chosen idle state once the final interaction and any wrap-up work conclude.
Checked 2026-09-04
The system then stops routing new interactions to that specific channel immediately.
- Vendor
- Cisco
- Product
- Webex Contact Center
- Subsystem
- RONA and agent state
- Deployment
- cloud
- Region
- not restricted
- Release range
- current as of 2026-09-04
- Checked
- 2026-09-04
Sources
- Understand agent states — Cisco Systems, Inc. (Webex Help Center) · tier 2 current vendor documentation · Pending Idle States and Transitions
Cite this note
APA
WarmTransfer. (2026, September 4). Webex Contact Center RONA and agent state handling: source note wxcc-rona-pending-idle-stops-routing-immediately. WarmTransfer. https://warmtransfer.net/knowledge/claims/wxcc-rona-pending-idle-stops-routing-immediately
BibTeX
@misc{warmtransfer-claim-wxcc-rona-pending-idle-stops-routing-immediately,
title = {Webex Contact Center RONA and agent state handling: source note wxcc-rona-pending-idle-stops-routing-immediately},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/wxcc-rona-pending-idle-stops-routing-immediately},
note = {Source note wxcc-rona-pending-idle-stops-routing-immediately, checked 2026-09-04}
}