Cisco Cisco Unified Intelligent Contact Management Software User Guide
10-77
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 the task is assigned to Agent A
Figure 10-90 Call flow after assigning the task to Agent A
Call flow description
1. While the agent is working on a 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.
3. The customer cancels the task before agent A starts working on that assigned task. The
application instance sends the Agent PG an EndTask message with a disposition code
indicating that the task is cancelled. At this time Agent A's state changes from Reserved
to Not Active and the status changes from Not Available to ICM Available.
indicating that the task is cancelled. At this time Agent A's state changes from Reserved
to Not Active and the status changes from Not Available to ICM Available.
Reporting metrics update:
The following describes how other important reporting metrics change based on the scenario
progress.
progress.
Agent PG receives EndTask message