Cisco Cisco IPCC Web Option User Guide

Agent state on a task determines the agent state in a skill group, and agent state in a skill group determines
agent state in the MRD. For example, if an agent is Active on a call for SkillGroup A, then the agent state
is Active in SkillGroup A and the agent state is Active for the MRD to which SkillGroup A belongs.

However, agents handling multi-session chat tasks can work on more than one task in the same skill
group and more than one skill group can belong to a MRD. In this case, a state hierarchy is used to
determine how the agent's state in the skill group and in the MRD is reported.

The agent state hierarchy is:

1.

Active

2.

Work Ready

3.

Paused

4.

Reserved

5.

Busy Other (for different skill groups in the same MRD)

6.

Not Active

Consider the following diagram:

In the above diagram, an agent belongs to two skill groups in the Multi-session Chat MRD and is configured
to work on up to six simultaneous multi-session chat tasks in each MRD. In the first skill group, the agent
is working on three tasks, and the agent's states for those tasks are Work Ready, Reserved, and Paused.
Work Ready is the state reported for the agent at the skill group level, because Work Ready is higher
than Reserved and Paused in the state hierarchy. In the second skill group, the agent is working on two
tasks, and the agent's states for those tasks are Active and Reserved. Active is the state reported for the
agent at the skill group level, because Active is higher than Reserved in the state hierarchy. For the
Multi-session Chat MRD, the agent's state is Active because Active is higher than Work Ready in the
hierarchy.