How do you change a user's state to work ready?
You can view the agent state machine diagram in the User - Change Agent State section of the Finesse Developer Guide.
According to the table found in the documentation, the only way to go to work ready is:
- The user is in TALKING state (on a call) and wrap-up is enabled. The agent will enter WORK_READY state after a call is dropped.
- The user is in HELD state (on a call) and wrap-up is enabled. The agent is connected to a held call that is dropped, the agent transitions to WORK_READY state.