Cisco Cisco IP Contact Center Release 4.6.2 User Guide
Description for all MRDs except for Cisco Voice
Description for all Cisco Voice
State in Skill
Group
Group
•
The CTI server associated with the Agent PG is
not active or inaccessible.
not active or inaccessible.
The WORK_NOT_READY state does not change.
That is, the agent is performing wrap-up work after
the call. The agent enters Not_Ready state when
wrap-up is complete.
That is, the agent is performing wrap-up work after
the call. The agent enters Not_Ready state when
wrap-up is complete.
The agent is not available to be assigned a task. If
an agent is Not Ready in one skill group, the agent
an agent is Not Ready in one skill group, the agent
The agent is not available to be assigned a task. If
an agent is Not Ready in one skill group, the agent
an agent is Not Ready in one skill group, the agent
Not Ready
is Not Ready in all skill groups within the same
Media Routing Domain.
Media Routing Domain.
is Not Ready in all skill groups within the same
Media Routing Domain.
Media Routing Domain.
Agent States and Skill Groups
Agents can belong to multiple skill groups in a Media Routing Domain. When an agent is
handling a task that was routed to a skill group, the agent is Active in that skill group.
handling a task that was routed to a skill group, the agent is Active in that skill group.
For ICM/IPCC routed calls or transferred ICM-routed calls that use the dialed number, the
active skill group is the skill group to which the task was queued.
active skill group is the skill group to which the task was queued.
For direct incoming calls or transferred ICM/IPCC routed calls that do not use the dialed number,
the active skill group is the default or first skill group defined for the agent.
the active skill group is the default or first skill group defined for the agent.
For new outgoing calls (AgentOutCalls or InternalCalls) or transferred outbound calls, the active
skill group is either the default skill group or the first skill group defined for the agent.
skill group is either the default skill group or the first skill group defined for the agent.
The agent's state in the active skill group dictates his or her state in other skill groups in the
Media Routing Domain to which the agent belongs, as follows:
Media Routing Domain to which the agent belongs, as follows:
•
If the agent is Active, Work Ready, Reserved, or Hold/Paused in one skill group in the MRD,
the agent state is Busy Other for all other skill groups in the MRD.
the agent state is Busy Other for all other skill groups in the MRD.
•
If the agent is Not Ready in one skill group in the MRD, the agent is Not Ready in all skill
groups in the MRD.
groups in the MRD.
Agent State Hierarchy for Multi-session Chat Media Routing Domain
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.
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.
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.
Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)
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Chapter 3: Managing Agents
Monitoring Agent States