Difference Between Avail and Ready State

Question

Hi folks,
There are two vaiables in Formula editor's Skillgroup vailables ICM named as Avail and Ready. I want to know what is the difference between Agent Ready State and Agent Available State.
As per my understanding, Agent Available State refere Agent is either in Ready or WrapUp Mode while "Ready" refers only Agent in Ready State. Confirmation Required.
Thanks

Answer 1

Hi Sheeraz,
Please refer the section "Agent States" from page 42 onwards in the below link.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cad_enterprise/cadenterprise7_2/user/guide/cad72ug.pdf
Ready -> You are available to receive ACD calls.
Not Ready-> You are not available to receive ACD calls.
Work Not Ready-> You are completing work from a previous call, and are
                             unavailable to receive ACD calls. You change to the Not
                             Ready state when:
                             • You enter wrapup data (if enabled by the system
                                 administrator)
                              • A timer set in the ACD expires (if the ACD uses this
                                   feature)
                              • You manually change state after you enter wrapup
                                 data
Work Ready-> You are completing work from a previous call, and are
                      available to receive ACD calls. You change to the Ready
                        state when:
                       • You enter wrapup data (if enabled by the system
                              administrator)
                       • A timer set in the ACD expires (if the ACD uses this
                             feature)
                        • You manually change state after you enter wrapup
                              data
Hope it helps.
Anand
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