Work item states

State

Description

New

Customer Interaction Center (CIC) has routed this work item to an agent or one agent has transferred it to another agent. The recipient has not yet picked up the work item. New work items appear in bold in a queue view.

Note: You have a limited time to pick up a new ACD-routed  work item before CIC reroutes it to another agent or workgroup.

ACD - Wait Agent

Customer Interaction Center (CIC) has routed this work item to a workgroup or an agent has transferred it to a workgroup. No agent has yet picked up this work item.

In Progress

An agent has picked up this work item. The work item remains in this state until the agent completes the work item or puts it on hold.

Held

An agent has picked up a work item then put it on hold by clicking the red "X" or Hold button in the Work Item Viewer.

Note: If you put a work item on hold, it is still assigned to you and remains in your queue. If you do not belong to the necessary IPA security specification for required data in the work item, CIC can put the work item on hold automatically.

Completed

After you or another agent finish a work item, its state changes to Completed.  Completing a work item usually means supplying all the required information for a form or approving or verifying a form. 

Note: After a certain amount of time, around 30 seconds, a Completed work item disappears from the queue and the My Work Items view.