Cisco Cisco IPCC Web Option User Guide

in Active, Work Ready, Reserved, or Paused
in another skill group in the same MRD.

The agent is not working on any task or call
associated with this skill group.

The agent is not working on any task or call associated
with this skill group.

Not Active

The agent is performing wrap up work for a
call in this skill group. The agent enters Not
Ready state when wrap up is complete.

The agent is performing wrap up work for a call in this
skill group. The agent enters Not Ready state when wrap
up is complete.

Work Not
Ready

The agent is not available to be assigned a task.
If an agent is Not Ready in one skill group, the

The agent is not available to be assigned a task. If an
agent is Not Ready in one skill group, the agent is Not

Not Ready

agent is Not Ready in all skill groups within
the same Media Routing Domain.

Ready in all skill groups within the same 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.

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.

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.

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.

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:

•

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.

•

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.

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.

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