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Agent State Management

Description

Tracks and enforces agent lifecycle states — available, busy, wrap-up, break, and offline — across channels and sessions. State transitions are logged for adherence reporting and drive routing eligibility in real time.

Canonical use case

A multi-site contact centre enforces that agents cannot receive new contacts during the wrap-up period, giving supervisors accurate occupancy data across all locations.

Open Items

  • [ ] Canon alignment — populate canon_axiom_refs or confirm no existing axiom applies
  • [ ] Dependency assessment — set dependencies_assessed: true once SA has reviewed the full chain
  • [ ] effort_estimate — replace 0 with rough engineering days (order of magnitude)
  • [ ] public_description — write the public-facing description before publishing