Cisco Cisco IP Contact Center Release 4.6.1 User Guide
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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 10 Sample Reports
Multimedia Reporting Sample Call Scenarios
Call flow after assigning the task to Agent A
Figure 10-88 Call flow after assigning the task to Agent A
Call flow description:
1. While the agent is working on any task and receives a new task, the status of the agent
will be Not Available in MRD X. When the task is complete, this status will change to ICM
Available and the MRD X state will change from Active to Not Active. When the Agent A
status changes to ICM Available, the router communicates the application instance to
assign a new task.
Available and the MRD X state will change from Active to Not Active. When the Agent A
status changes to ICM Available, the router communicates the application instance to
assign a new task.
2. When the application instance offers a task to an agent, it sends an OfferTask message
to the Agent. The Agent PG changes Agent A's state to Reserved in skill group S and in
MRD X, and also changes Agent A's availability status from ICM Available to Not Available.
If Agent A is logged into other skill groups in MRD X, the current state in those skill groups
changes to Busy.
MRD X, and also changes Agent A's availability status from ICM Available to Not Available.
If Agent A is logged into other skill groups in MRD X, the current state in those skill groups
changes to Busy.
Activity
Duration
State
Working on a task
10 Seconds later
Changes to Active
Paused the task
Two Minutes later
Changes to Paused
Resume the task
50 seconds later
Changes to Active
Initiate task wrap up 90 seconds later
Changes to Work
Ready
Ready
Wrap up completed
One Minute later
Changes to Not
Active
Active