Cisco Cisco IP Contact Center Release 4.6.1 User Guide
Table 4 : Scenario 2: Not Routable - Voice then E-Mail
Result
Scenario
ICM software does not assign eMail tasks to the agent. The agent
is Not Available in the eMail MRD.
is Not Available in the eMail MRD.
The agent is logged into two MRDs, multi-session chat and voice.
The agent is not routable in the eMail MRD.
eMail tasks can still be placed in the agent's personal queue in
this scenario by the E-Mail Manager Option. eMail tasks might
this scenario by the E-Mail Manager Option. eMail tasks might
The agent is assigned a call in the Voice MRD.
also be sent to the agent's queue as a result of a customer
responding to an E-Mail from the agent. See ICM software: Cisco
E-Mail Manager documentation for complete information on
routing E-Mail tasks.
responding to an E-Mail from the agent. See ICM software: Cisco
E-Mail Manager documentation for complete information on
routing E-Mail tasks.
Table 5 : Scenario 3: Not Routable - Voice then Single-session Chat
Result
Scenario
Web Collaboration Option does not assign single-session chat
tasks to the agent. The agent is Not Available in single-session
chat.
tasks to the agent. The agent is Not Available in single-session
chat.
The agent is logged into two MRDs, single-session chat and voice.
The agent is not routable in the single-session chat MRD.
The agent is assigned a call in the Voice MRD.
Table 6 : Scenario 4: Routable - Maximum task limit
Result
Scenario
ICM software continues to assign tasks to the agent until the agent
has reached his/her maximum task limit. The agent is ICM
has reached his/her maximum task limit. The agent is ICM
The agent is logged into a multi-session chat MRD (maximum
task limit for the agent in this MRD is 6).
task limit for the agent in this MRD is 6).
Available in the multi-session chat MRD, even though the agent
is Active on a task.
is Active on a task.
The agent is routable in the multi-session chat MRD.
The agent is assigned a task in the multi-session chat MRD.
Table 7 : Scenario 5: Routable (busy on non-interruptable task)
Result
Scenario
ICM software does not assign a multi-session chat task to the
agent, since the agent is working on a non-interruptable task in
agent, since the agent is working on a non-interruptable task in
The agent is logged into two MRDs, multi-session chat and voice.
the voice MRD. The agent is Not Available in the multi-session
The agent is routable in the multi-session chat MRD.
chat MRD even though the agent is Not Active in multi-session
chat skill groups.
chat skill groups.
The agent is assigned a voice call in the voice MRD.
Table 8 : Scenario 6: Routable (busy on interruptible task)
Result
Scenario
ICM software can assign a voice call to the agent, since the agent
is working on an interruptible task in the eMail MRD. The agent
is ICM Available in Voice MRD.
is working on an interruptible task in the eMail MRD. The agent
is ICM Available in Voice MRD.
The agent is logged into two MRDs, eMail and voice.
The agent is routable in the eMail MRD.
Cisco IP Contact Center Enterprise Edition Reporting Guide Release 6.0
39
Understanding IPCC Enterprise Reporting Architecture
Reporting in a MultiChannel Environment