Cisco Cisco Unified Contact Center Enterprise 8.5(1) Guía Del Usuario
Result
Scenario
e-mail tasks can still be placed in the agent's personal queue in this scenario
by the E-Mail Manager Option. e-mail tasks might also be sent to the
by the E-Mail Manager Option. e-mail tasks might also be sent to the
The agent is not routable in the e-mail MRD.
The agent is assigned a call in the Voice
MRD.
MRD.
agent's queue as a result of a customer responding to an E-Mail from the
agent. See ICM software: Cisco E-Mail Manager documentation for
complete information on routing E-Mail tasks.
agent. See ICM software: Cisco E-Mail Manager documentation for
complete information on routing E-Mail tasks.
Table 5: Scenario 3: Not Routable - Voice then Single-session Chat
Result
Scenario
Web Collaboration Option does not assign
single-session chat tasks to the agent. The agent is Not
Available in single-session chat.
single-session chat tasks to the agent. The agent is Not
Available in single-session chat.
The agent is logged into two MRDs, single-session chat and
voice.
voice.
The agent is not routable in the single-session chat MRD.
The agent is assigned a call in the Voice MRD.
Table 6: Scenario 4: Routable - Maximum task limit
Result
Scenario
ICM/IPCC software continues to assign tasks to the agent
until the agent has reached his or her maximum task limit.
until the agent has reached his or her maximum task limit.
The agent is logged into a multi-session chat MRD
(maximum task limit for the agent in this MRD is 6).
(maximum task limit for the agent in this MRD is 6).
The agent is ICM Available in the multi-session chat MRD,
even though the agent is Active on a task.
even though the agent is Active on a task.
The agent is routable in the multi-session chat MRD.
The agent is assigned a task in the multi-session chat MRD.
Table 7: Scenario 5: Routable (busy on non-interruptible task)
Result
Scenario
ICM/IPCC software does not assign a multi-session chat task to
the agent, since the agent is working on a non-interruptible task
the agent, since the agent is working on a non-interruptible task
The agent is logged into two MRDs, multi-session
chat and voice.
chat and voice.
in the voice MRD. The agent is Not Available in the multi-session
The agent is routable in the multi-session chat MRD. chat MRD even though the agent is Not Active in multi-session
chat skill groups.
The agent is assigned a voice call in the voice MRD.
Table 8: Scenario 6: Routable (busy on interruptible task)
Result
Scenario
ICM/IPCC software can assign a voice call to the agent, since
the agent is working on an interruptible task in the e-mail
MRD. The agent is ICM Available in Voice MRD.
the agent is working on an interruptible task in the e-mail
MRD. The agent is ICM Available in Voice MRD.
The agent is logged into two MRDs, e-mail and voice.
The agent is routable in the e-mail MRD.
The agent is assigned a task in the e-mail MRD
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)
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Chapter 2: - Understanding Cisco IPCC Reporting Architecture
Reporting in a MultiChannel Environment