Cisco Cisco Unified Intelligent Contact Management Software User Guide

The following events occur:

1. Call enters script at 4:03:01 p.m.

2. Call is transferred to the IVR and queued using the Queue to Skill Group node.

3. An agent becomes available at 4:04:04 p.m.

4. The call is assigned to the agent. The call rings on the agent desktop. The ring time exceeds

agent desk settings. The agent is made Not Ready with a reason code 32767 (Ring No
Answer).

5. The router runs the routing script associated with the call type for the ring no answer dialed

number. The script attempts to select the first available agent from a skill group.

6. No agents are ready, so the script performs a transfer to IVR and then uses Queue to Skill

Group node to queue to Skill Group 2. The call begins to queue at 4:04:05 p.m.

7. Agent 2 becomes Ready at 4:05:02 p.m.

8. The call is assigned to the agent and rings on the agent's desktop.

9. The agent answers call at 4:05:04 p.m.

10. The caller ends the call at 4:10:37 p.m.

11. The agent performs Wrap up work until 4:12:59 p.m.

For this call flow, events occur within the 16:00:00 to 16:29:59 reporting interval. Reports run
from 16:00:00 to 16:29:59 display all of the data for this call.

For Agent 1, this call does not affect any fields.

agent04: Agent Task Detail
Report

For Agent 2, this call affects the following fields:

•

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.

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)