Cisco Cisco IPCC Web Option Release Note
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An expression
SkillGroup.Avail And SkillGroup.ICMAvailable Variables
When the ICM system includes only the voice channel, the value of the SkillGroup.Avail variable
is the number of agents in the available state, meaning that the agents are able to accept new
calls.
is the number of agents in the available state, meaning that the agents are able to accept new
calls.
However, when the Web or E-mail channel is used with non-voice Media Routing Domains
and agents log in to multiple domains, the value of the SkillGroup.Avail variable is calculated
differently. There is also a SkillGroup.ICMAvail variable.
and agents log in to multiple domains, the value of the SkillGroup.Avail variable is calculated
differently. There is also a SkillGroup.ICMAvail variable.
The following table describes the difference between the SkillGroup.Avail and the
SkillGroup.ICMAvail variables:
SkillGroup.ICMAvail variables:
SkillGroup.ICMAvailable
SkillGroup.Avail
Case
Same
Number of agents in the Available state.
Only voice domain is used
Number of agents who can actually
handle an additional task or call in the
domain.
handle an additional task or call in the
domain.
Number of agents in the Available state,
regardless of what they may be doing in this or
other domains.
regardless of what they may be doing in this or
other domains.
Multiple Domains are used
SkillGroup.ICMAvailable Variable
The value of the SkillGroup.ICMAvailable variable is the actual number of agents logged into
the skill group who who can take new calls or tasks. Such agents must meet all the following
criteria:
the skill group who who can take new calls or tasks. Such agents must meet all the following
criteria:
1. They are routable in the domain.
2. The agent's state in the domain is something other than "Not-Ready".
3. The agent is below the maximum task limit.
4. Note: For most domains (that is, if the agent is not a Collaboration Server Multi-session
agent), the maximum task limit is 1, and an agent is below the maximum only when he is
not working on any call or task.
not working on any call or task.
5. The agent is not working on another task in a non-interruptible domain.
SkillGroup.Avail Variable
SkillGroup.Avail is the number of agents in the skill group who are not doing anything in the
domain. An agent who is logged into two domains can be counted as Avail in one domain even
though that agent is handling a task in another non-interruptible domain. An agent in a domain
that handles multiple tasks (such as multi-session chat) is not counted as Avail if that agent is
handling a task, even though the agent has additional capacity for more tasks.
domain. An agent who is logged into two domains can be counted as Avail in one domain even
though that agent is handling a task in another non-interruptible domain. An agent in a domain
that handles multiple tasks (such as multi-session chat) is not counted as Avail if that agent is
handling a task, even though the agent has additional capacity for more tasks.
ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)
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Chapter 7: - Using Formulas
Variables