Cisco Cisco Unified Contact Center Enterprise 9.0(2) Guida Utente

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

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

Agents handling Outbound Option calls are never
placed in Reserved state; the Outbound Option

Reserved

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 associated with

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

Busy Other

this skill group. The agent is in Active, Work Ready,
Reserved, or Paused in another skill group in the
same MRD.

The agent is not working on any task or call
associated with this skill group.

The agent is not working on any task or call
associated with this skill group.

Not Active

A basic non voice MRD agent state, which is used
to indicate that IPCC/ICM has lost connection with

The agent is performing wrap up work for a call
in this skill group. The agent enters Not Ready
state when wrap up is complete.

Work Not
Ready

the application instance that supports MRD. That is,
when IPCC/ICM loses connection with the
application instance supporting MRD X, agent A's
state is set to WORK_NOT_READY.

Note: The MRD agent state allows IPCC/ICM
software to capture the duration of a lost contact.
The cause for losing the contact can be:

•

Failure in the network connection between the
application instance and IPCC/ICM.

•

Failure of application instances.

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