Source record · tier 2 current vendor documentation

Understand agent states

Publisher: Cisco Systems, Inc. (Webex Help Center)
URL: https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states
Published: 2026-07-17
Updated: unknown
Accessed: 2026-09-04
HTTP status: 200
License: Cisco proprietary documentation, all rights reserved; no-redistribution; short excerpts and locators only

Claims citing this source

The agent states article does not discuss call recording; the word record appears twice and both occurrences mean a customer or case record rather than a recording. fact in context
A campaign agent on a reservation call is displayed as Reserved rather than moving to Engaged. fact in context
Supervisor monitoring surfaces 2 states, Monitoring and Monitoring Paused, and the article states they are not supported within Desktop. fact in context
The agent states article never uses the word transfer and names no transfer state; it defines consult-specific call control states instead, among them Consult Requested, Consulting, Consult on Hold and Conference. fact in context
An agent on chat, email or social messaging can move directly to Not Ready while still engaged, bypassing Pending Idle, and an agent on voice cannot. fact in context
An Agent Available After Outdial setting controls the agent's state when an outdial call ends: set to Yes the agent becomes Available even if they placed the call while Idle, and set to No the agent becomes Idle. fact in context
When RONA fires the agent's status automatically changes from Available to Idle. fact in context
After a RONA the agent must change their state back to Available manually before any further voice, chat, email or social request will be offered to them. fact in context
Cisco's agent-states article states that the maximum time to accept a voice call request is 18 seconds and 30 seconds for a digital channel request, naming chat, email and social messaging together. disputed in context
Cisco's worked example shows a RONA firing on the email channel while the agent is actively engaged on a voice call, with the RONA popover displayed and the state timer resetting when the agent chooses Go To Idle or Go To Available. fact in context
An agent cannot change their own state to RONA; it is only ever assigned by the system. fact in context
The system-assigned idle auxiliary code Channel_Failure covers temporary network failures or unknown errors preventing call delivery; in that case the system tries up to 3 more times to deliver the call and only sets the agent to Idle if all attempts fail. fact in context
Engaged Other means the agent is busy on a different channel and their multimedia profile prevents accepting a new request on this 1; under an exclusive profile the agent is marked Engaged on the active channel and Engaged Other on all others, while a blended real-time profile restricts only 1 real-time channel at a time. fact in context
Cisco states that the enhanced sign-in process with input validation reduces RONA occurrences by preventing sign-ins with invalid or unassigned dial numbers or extensions. fact in context
RONA occurs when an agent does not accept a voice call, chat, email or social messaging conversation request within the time frame the administrator has configured. fact in context
Cisco states that from 30 April 2026, for a 6-month period ending 29 October 2026, Control Hub offers a tenant-level administrative toggle to enable or disable the granular agent state control feature, after which per-channel state control becomes generally available. fact in context
Cisco states that keeping the granular agent state control toggle off is what allows continued use of Webex Workforce Optimization. fact in context
There is a system-assigned idle auxiliary code named RONA, described as indicating that the agent did not respond when a call was delivered and it timed out after the configured RONA timer expired. fact in context
RONA is a timed agent state in its own right: the desktop's state timers run for available, RONA and any administrator-configured idle states, and the state transition table records a transition from Engaged to RONA when a contact request is not accepted within the specified time. fact in context
RONA handling is isolated to the channel on which the no-answer occurred: if an agent misses a telephony call without setting themselves idle, only the telephony channel state changes to idle and the agent remains available on other channels such as chat or email. fact in context
Contacts are routed to an agent only when the agent's state is Available: voice, chat, email, social and campaign contacts all require it. fact in context
Alongside RONA and Channel_Failure, the system-assigned idle auxiliary codes are Agent_Busy, meaning the device was busy and prevented call delivery; Agent_Declined, meaning the agent declined a contact while occupied with another activity; Agent_Unavailable, meaning the device for the agent's dial number is offline or unreachable; and Invalid_Number, meaning the dial number the agent signed in with is invalid. fact in context
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. fact in context
When RONA occurs a popover offers 2 options: Go To Idle, which sets the agent to the default idle reason configured by the administrator, and Go To Available, which returns the agent to accepting contacts. fact in context
Reserved is a temporary state in which the system has selected the agent for an interaction and is offering the request; it lasts only until the agent accepts, rejects, or the offer times out, and when a telephony call connects the agent moves from Reserved to Engaged. fact in context
A supervisor can sign an agent out when that agent is in the Available or Idle state with no active conversations. fact in context
If WebRTC disconnects during an active session while the agent is available on voice, the system switches the voice state to Idle and disables both the set-as-available-all-channels option and the individual voice toggle until WebRTC reconnects. fact in context
After sign-in the system monitors the WebRTC service, and if that service fails the agent's state is changed to Idle automatically so calls are not routed to an unreachable agent. fact in context

Cite this source record

APA

WarmTransfer. (2026, July 17). Understand agent states. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-nvg4gu6-wxcc-understand-agent-states

BibTeX

@misc{warmtransfer-cisco-help-nvg4gu6-wxcc-understand-agent-states,
  title  = {Understand agent states},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-nvg4gu6-wxcc-understand-agent-states},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-04}
}