Cisco Cisco Administrative Workstation User Guide

Figure 18: Agent State Hierarchy

In this 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. 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. 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.

MultiChannel Reporting Data

Unified ICM databases store information about agent activity and tasks routed by Unified ICM,
including tasks that are submitted 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

Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)