Cisco Cisco IP Contact Center Release 4.6.1 User Guide

In this script, the script first tries to select an available agent using the LAA (Longest Available Node)
from the appropriate skill groups. If an agent is not available, the script then performs a translation route
to VRU and queues the call to the appropriate skill groups. During queuing, the VRU plays music on
hold. Labels are used for default routing in case the the Translation Route to VRU, Queue to Skill Group,
or Run Ext. Script nodes fail.

The following events occur:

1.

A customer calls the contact center at 9:05:07 a.m.

2.

An agent is not available. The script uses the Transfer to IVR node and then the Queue to Skill
Group node to queue the call to the appropriate skill group.

3.

An agent becomes available at 9:11:13 a.m.

4.

The call is assigned to the agent.

The agent answers the phone at 9:11:17 a.m.

5.

The caller hands up at 9:27:01 a.m.

6.

The agent enters wrap up and completes wrap up at 9:29:25 a.m.

For this call flow, all events occur within the 09:00:00 to 09:29:59 reporting interval. Reports run from
09:00:00 to 09:29:59 display all of the data for this call.

This call affects the following fields:

agent04: Agent Task Detail Report

•

Tasks Handled: Total Tasks. This field is incremented.

•

Tasks Handled: Avg Time. The handle time for call is used
in the calculation.

•

% Wrap Up. The agent's wrap up time for this call is used
in the calculation.