Cisco Cisco IP Contact Center Release 4.6.1 User Guide

Multichannel Reporting Data

The ICM/IPCC databases store information about agent activity and tasks routed by ICM/IPCC
software, including tasks that are submitted to ICM/IPCC software by the Web Collaboration
Option or E-Mail Manager Option. Reports contain a Media field, when appropriate, to identify
the MRD of each task included in the report.

The following table describes major differences between voice and non-voice tasks in reports.
Non-voice tasks include single-session chat, multi-session chat, e-mail, and blended collaboration.

Task direction is always incoming, and values of report fields
pertaining to outgoing non-voice tasks are set to null.

Task direction can be both incoming (agent
receives call) and outgoing (agent places
call).

Task
direction

Note that calls placed by Cisco Outbound
Option appear as incoming calls because of
the manner in which the Outbound Option
Dialer places calls between agents and
customers.

Non-voice tasks do not change session ownership. These tasks
cannot be transferred and conferencing is not possible , and
supervisors cannot barge into or intercept the task.

The ownership of a voice task can change
through the life of the call. Agents can
transfer the call, conference in another agent

Session
ownership
changes

or supervisor, and request supervisor

Note that while it is possible for a Web Collaboration agent
to allow another agent to join a session and then drop the

assistance. Supervisors can barge into a call,
meaning that they join the call, or intercept

session, leaving the second agent and the caller in session

a call to take ownership of the call
immediately.

together, this is not the same as a voice call transfer.
ICM/IPCC software interprets this as two different sessions,
one for the original agent and one for the second agent.

Also, while E-Mail Manager agents can forward messages to
other agents, this is not the same as a voice call transfer.
ICM/IPCC software interprets messaging forwarding as two
different sessions, one for the original agent and one or the
receiving agent.

Values of report fields pertaining to transfer, conference,
supervisor assist, barge in, and intercept are set to zero.

The Collaboration Server and E-Mail Manager do not enable
administrators to configure a short task time boundary.

Voice calls are considered to be short calls
if they disconnect within the time boundaries

Short calls

Therefore, non-voice tasks are not reported as short tasks,

defined in the Agent Desk Settings in
ICM/IPCC software for short tasks.

even if they disconnect within the short task time defined in

Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)