Cisco Cisco E-Mail Manager Unity Integration Option User Guide

Certain reports indicate how many agents are in different states. In these reports, the Hold column is used
to report on agents in Hold and Paused states, and the Active column is used to report on agents in the
Active and Talking states.

The following table describes agents states that appear in reports. Note that information for some states
is different for the Multi-session Chat MRD. This table highlights these differences.

The agent is working on one or more chat
requests associated with this skill group.

The agent is working on a task or a call in
this skill group.

Active/Talking

For these agents, the state is reported as
Active.

For agents who handle non-voice tasks, this
state is reported as Active.

For agents who handle voice-tasks, this
state is reported as Talking.

The agent is performing wrap up work for
a task associated with this skill group. The

The agent is performing wrap up work for
a call or task in this skill group.

Work Ready

agent is not in the Active state with respect
to a task associated with this skill group.

If the agent is handling a voice call, the
agent enters Not Active state when wrap
up is complete.

If the agent is handling a non-voice task,
the agent might enter Not Active or Not
Ready state when wrap up is complete.

The agent is not in Active or Work Ready
state with respect to a task associated with

The agent is paused with respect to a call
or task associated with this skill group.

Paused/Hold

this skill group. The agent is Paused with
respect to a task associated with this skill
group.

For agents who handle non-voice tasks, the
state is reported as Paused. Note that only
multi-session chat tasks can be Paused;
single-session chat, Blended Collaboration,
and eMail tasks cannot be paused by the
agent.

For agents who handle voice tasks, the state
is reported as Hold.

For agents handling Outbound Option calls,
the Hold state indicates that the agent has
been reserved for a call because the
Outbound Dialer puts on the agent on hold
while connecting the call.

The agent is not in Active, Work Ready, or
Paused state in this skill group. The agent

The agent has been offered a call or task
associated with the skill group.

Reserved

has been offered one or more tasks
associated with this skill group.