Workitem routing states
The following are possible routing states for workitems:
| Routing state | Definition |
|---|---|
| ACD Started | The workitem has been queued for assignment. |
| Alerting | The workitem is being delivered to the agent. |
| Connected | An agent has accepted the workitem. |
| Parked (list) | An agent temporarily pauses active work on the workitem. The workitem is no long in the agent’s roster. |
| Held (roster) | The workitem is briefly on hold while on the roster. |
| Disconnected | An agent disconnected from the workitem. The agent remains assigned to the workitem. |
| Alert Timeout | The workitem reached the alert time limit, and the agent did not respond. |
| Declined | An agent declined an alerting workitem. |
| ACD Cancelled | The workitem was waiting in the queue, and its routing was cancelled. |
| Terminated | Workitem requires no further action. |
| Idle | The workitem’s initial state. |
| Waiting in Queue | The workitem is in a queue waiting to be routed to an available agent. |
| ACD Expired | The workitem reached the time limit waiting in the queue. |
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