Cisco Cisco IP Contact Center Release 4.6.1 User Guide
While Routability determines whether the ICM/IPCC Router is allowed to assign tasks for this
MRD, the agent's Availability determines whether the agent is capable of handling new tasks.
MRD, the agent's Availability determines whether the agent is capable of handling new tasks.
An agent is Available, or eligible to be assigned a task in this MRD, if the agent meets all of
these conditions:
these conditions:
•
The agent is in any state other than Not Ready state for this MRD.
•
The agent is not working on a non-interruptible task in another MRD. Only e-mail tasks are
interruptible, meaning that ICM/IPCC software can assign the agent another task while he
or she is working on an e-mail. Voice calls, single-session chat sessions, multi-session chat
sessions, and blended collaboration chat sessions cannot be interrupted.
interruptible, meaning that ICM/IPCC software can assign the agent another task while he
or she is working on an e-mail. Voice calls, single-session chat sessions, multi-session chat
sessions, and blended collaboration chat sessions cannot be interrupted.
•
The agent has not reached the maximum task limit for this MRD. For Voice, single-session
chat, e-mail and blended collaboration MRDs, the task limit is always one task. For the
multi-session chat MRD, the task limit is customized through the Web Collaboration Option
administration application.
chat, e-mail and blended collaboration MRDs, the task limit is always one task. For the
multi-session chat MRD, the task limit is customized through the Web Collaboration Option
administration application.
An agent is Not Available in this MRD if the agent is Not Ready, working on a voice,
single-session chat, multi-session chat, or e-mail task, or has reached his or her maximum task
limit.
single-session chat, multi-session chat, or e-mail task, or has reached his or her maximum task
limit.
Therefore, an agent is:
•
ICM available if he or she is Routable and Available for the MRD. This means that the agent
can be routed a task by ICM/IPCC software.
can be routed a task by ICM/IPCC software.
•
Application available if he or she is Not Routable and Available for the MRD. This means
that the agent can be routed a task by the Web Collaboration Option or E-Mail Manager.
that the agent can be routed a task by the Web Collaboration Option or E-Mail Manager.
Consider the following call/task scenarios and how they affect agent mode and availability.
Table 3: Scenario 1: Not Routable - Multi-session Chat, then Voice
Result
Scenario
ICM/IPCC software does not assign a task to the agent
from the Voice MRD, since the agent is working on a
from the Voice MRD, since the agent is working on a
The agent is logged into two MRDs, multi-session chat and
voice.
voice.
non-interruptible task in the Multi-session Chat MRD.
The agent is Not Available in Voice.
The agent is Not Available in Voice.
The agent is not routable in the multi-session chat MRD.
The agent is assigned a task in the multi-session chat MRD
by the Web Collaboration Option.
by the Web Collaboration Option.
Table 4: Scenario 2: Not Routable - Voice then E-Mail
Result
Scenario
ICM/IPCC software does not assign e-mail tasks to the agent. The agent
is Not Available in the e-mail MRD.
is Not Available in the e-mail MRD.
The agent is logged into two MRDs,
multi-session chat and voice.
multi-session chat and voice.
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)
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Chapter 2: Understanding Cisco IPCC Reporting Architecture
Reporting in a MultiChannel Environment