Is there a way to set the user state to WORK_READY state? there is a requirement where in a Agent has to go in to a work ready state after a call ends.
Any help would be appreciated.
According to the attached state machine diagram, the agent goes to wrapup after the states "talking" and "hold". So, the only way to put the agent to WORK_READY is by handling a call. The states WORK_READY and WORK are call related. Keep in mind, that wrapup can be optional.
Image source: Cisco Finesse Developer Guide 11.0(1), page 32
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