Cisco Cisco Administrative Workstation User Guide

Sample Call Scenario

This chapter contains the following topics:

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About the Call Scenario

This chapter has a sample call scenario. The scenario shows some of the database tables that
are updated and how those updates to tables affect WebView reporting.

Call Abandoned While On Hold Scenario

The figure below shows the events that occur for a call that is abandoned while on hold.

A. Agent 1 in Skill Group 1 answers a call at 9:05:01 AM, talks on the call for ten seconds, and
places the call on hold at 9:05:11 AM.

B. The call remains on hold for 40 seconds, at which point (9:05:51 AM) the caller hangs up.

C. Agent 1 performs after-call work for 9 seconds.

D.  At 9:06 AM, the agent goes to the Available state.

Reports run from 9:00:00 to 9:29:59 display data for this call.

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