Cisco Cisco Unified Contact Center Enterprise 10.0(1) User Guide
The following scenarios further explain how database fields are incremented for different types
of transfers and conferences.
of transfers and conferences.
Call Scenario 1: Blind Transfer of ICM-routed call - agent is not available
In this example, agent A is presented with an ICM-routed call for skill group Y. Agent A selects
skill group X using the dialed number (which accesses a script) and initiates and completes a
blind transfer. The InternalCalls and TransferOut fields are then incremented for Agent A against
skill group Y.
skill group X using the dialed number (which accesses a script) and initiates and completes a
blind transfer. The InternalCalls and TransferOut fields are then incremented for Agent A against
skill group Y.
After wrap up is completed, the CallsHandled field is incremented for agent A against skill
group Y. Since there are no agents available in skill group X, the call goes to the VRU (VRU
stats not shown). When agent B in skill group X becomes available, the VRU routes the call to
agent B. Agent B answers the call and the call disconnects and wrap up is complete.
group Y. Since there are no agents available in skill group X, the call goes to the VRU (VRU
stats not shown). When agent B in skill group X becomes available, the VRU routes the call to
agent B. Agent B answers the call and the call disconnects and wrap up is complete.
Table 20: Blind Transfer of ICM-routed Call: Agent A transfer to Agent B
Fields incremented for Agent B against skill group X
Fields incremented for Agent A against skill group
Y
Y
CallsHandled, TransferIn (IPCC with IPCC System PG and System
IPCC deployments only)
IPCC deployments only)
CallsHandled, InternalCall, TransferOut
For agent A, the call is reported in the TasksHandled, Internal Out, and TransferOut report
fields. For agent B, the call is reported in the Tasks Handled report fields; in IPCC Enterprise
with IPCC System PG (which supports only IP-IVR and not supports CVP) and System IPCC
deployments, the call is also reported in the TransferIn field.
fields. For agent B, the call is reported in the Tasks Handled report fields; in IPCC Enterprise
with IPCC System PG (which supports only IP-IVR and not supports CVP) and System IPCC
deployments, the call is also reported in the TransferIn field.
Call Scenario 2: Consultative Transfer of an ICM-routed call-agent available
In this example, agent A is presented with an ICM-routed call for skill group Y. Agent A selects
skill group X using the dialed number and initiates a transfer. The ICM/IPCC script that uses
the LAA select node for skill group x realizes that Agent B is available and requests that agent
A’s PG initiate a transfer to agent B on behalf of Agent A’s phone. Agent B answers the
transferred call. After consulting with Agent B, Agent A completes the transfer. The InternalCall
and TransferOut fields are then incremented for Agent A against the skill group Y. After wrap
up is completed, the CallsHandled field is incremented for agent A against skill group Y.
skill group X using the dialed number and initiates a transfer. The ICM/IPCC script that uses
the LAA select node for skill group x realizes that Agent B is available and requests that agent
A’s PG initiate a transfer to agent B on behalf of Agent A’s phone. Agent B answers the
transferred call. After consulting with Agent B, Agent A completes the transfer. The InternalCall
and TransferOut fields are then incremented for Agent A against the skill group Y. After wrap
up is completed, the CallsHandled field is incremented for agent A against skill group Y.
Agent B now talks to the caller and when the call disconnects and wrap up is completed,
CallsHandled and TransferIn are incremented for Agent B against skill group X.
CallsHandled and TransferIn are incremented for Agent B against skill group X.
Table 21: Consultative Transfer of ICM-routed Call: Agent A transfer to Agent B
Fields incremented for Agent B against skill group
X
X
Fields incremented for Agent A against skill group Y
CallsHandled, TransferIn
CallsHandled, InternalCall, TransferOut, Hold
For agent A, the call is reported in Tasks Handled, Internal Out, Transfer Out, and Incoming
Hold and/or All Hold report fields. For agent B, the call is reported in Tasks Handled and
Transfer In report fields.
Hold and/or All Hold report fields. For agent B, the call is reported in Tasks Handled and
Transfer In report fields.
Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)
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Chapter 3: Managing Agents
Reporting on Agent Call Transfers and Conferences