Cisco Cisco Unified Contact Center Enterprise 8.5(1) Guía Del Usuario

The agent is working on one or more chat
requests associated with this skill group. For
these agents, the state is reported as Active.

The agent is working on a task or a call in this skill
group.

For agents who handle non-voice tasks, this state is
reported as Active.

Active/Talking

For agents who handle voice-tasks, this state is reported
as Talking.

The agent is performing wrap up work for a
task associated with this skill group. The agent

The agent is performing wrap up work for a call or task
in this skill group.

Work Ready

is not in the Active state with respect to a task
associated with this skill group.

If the agent is handling a voice call, the agent enters Not
Active state when wrap up is complete.

If the agent is handling a non-voice task, the agent might
enter Not Active or Not Ready state when wrap up is
complete.

The agent is not in Active or Work Ready state
with respect to a task associated with this skill

The agent is paused with respect to a call or task
associated with this skill group.

Paused/Hold

group. The agent is Paused with respect to a
task associated with this skill group.

For agents who handle non-voice tasks, the state is
reported as Paused. Note that only multi-session chat
tasks can be Paused; single-session chat, blended
collaboration, and e-mail tasks cannot be paused by the
agent.

For agents who handle voice tasks, the state is reported
as Hold.

For agents handling Outbound Option calls, the Hold
state indicates that the agent has been reserved for a call
because the Outbound Dialer puts on the agent on hold
while connecting the call.

The agent is not in Active, Work Ready, or
Paused state in this skill group. The agent has

The agent has been offered a call or task associated with
the skill group.

Reserved

been offered one or more tasks associated with
this skill group.

Agents handling Outbound Option calls are never placed
in Reserved state; the Outbound Option Dialer puts the
agent on hold when reserving him/her for a call.

The agent is not in Active, Work Ready,
Reserved, or Paused state with respect to a task

The Agent is Active, Work Ready, Reserved, or on
Hold/Paused in another skill group in the same MRD.

Busy Other

associated with this skill group. The agent is

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)