Cisco Cisco IP Contact Center Release 4.6.2 User Guide

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.

The agent state hierarchy is:

1. Active

2. Work Ready

3. Paused

4. Reserved

5. Busy Other (for different skill groups in the same MRD)

6. Not Active

Consider the following diagram:

Figure 5: Agent State Hierarchy in Skill Group and MRD

In the above diagram, an agent belongs to two skill groups in the Multi-session Chat MRD and
is configured to work on up to six simultaneous multi-session chat tasks in each MRD. In the
first skill group, the agent is working on three tasks, and the agent's states for those tasks are
Work Ready, Reserved, and Paused. Work Ready is the state reported for the agent at the skill
group level, because Work Ready is higher than Reserved and Paused in the state hierarchy. In
the second skill group, the agent is working on two tasks, and the agent's states for those tasks
are Active and Reserved. Active is the state reported for the agent at the skill group level, because
Active is higher than Reserved in the state hierarchy. For the Multi-session Chat MRD, the
agent's state is Active because Active is higher than Work Ready in the hierarchy.

Agent State and Task State Relationship

Agent state times are reported on half hour boundaries regardless of whether the call or task is
finished or not. Call and task state times are reported only when the task ends. The call/task
ends when wrap up is complete.

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)