Cisco Cisco IP Contact Center Release 4.6.1 Mode D'Emploi

8. The dialed number is associated with a call type for transfer and conference. The call type

invokes a routing script that uses the LAA node to select an available agent in that skill
group.

9. The second agent answers the call at 9:11:02 a.m. and consult with the first agent.

10. The first agent transfers the call to the second agent at 9:22:46 a.m.

11. The second agent talks to the caller and ends the call at 9:32 a.m.

12. The second agent enters wrap up and completes wrap up at 9:40:14 a.m.

For this call flow, events occur within the 09:00:00 to 09:29:59 reporting interval and the
09:30:00 to 09:59:59 reporting interval. Reports run from 09:00:00 to 09:59:59 display all of
the data for this call.

For both Agent 1 and Agent 2, this call affects the following fields:

agent04: Agent Task
Detail Report

•

Tasks Handled: Total Tasks. This field is incremented.

•

Tasks Handled: Avg Time. The handle time for call is used in the calculation.

•

% Wrap Up. The agent's wrap up time for this call is used in the calculation.

For Agent 1, this call affects the following fields

agent25: Agent
Consolidated Half Hour
Report

•

Completed Tasks: Handled. This field is incremented.

•

Transfer Out. This field is incremented.

•

Agent State Times: % Reserved Time. This agent's reserved time for this call is used in
the calculation.

•

Agent State Times: % Active Time. The agent's active time for call is used in the
calculation.

•

Agent State Times: % Wrap Up. The agent's wrap up time for call is used in the calculation.

For Agent 2, this call affects the following fields

•

Completed Tasks: Handled. This field is incremented.

•

Transfer In. This field is incremented.

•

Agent State Times: % Reserved Time. This agent's reserved time for this call is used in
the calculation.

Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)