Cisco Cisco IP Contact Center Release 4.6.2 Guia Do Utilizador

The following events occur:

1. Agent 1 is available.

2. The call enters script at 4:03 p.m.

3. The call is assigned to Agent 1 using the Queue to Skill Group node at 4:03 p.m.

4. The call rings on the agent desktop The ring time exceeds agent desk settings. The agent

is made Not Ready, reason code 50010 at 4:03:30 p.m.

5. The ring time exceeds CVP timeout at 4:03:32 p.m. The call is requeried. The call then

goes through the failure path of the first Queue to Skill Group node.

6. The Call Type is changed in the script for tracking purposes.

7. The script then goes to the second Queue to Skill Group node. No agents are ready, so the

call is queued.

8. Agent 2 becomes Ready at 4:06:10 p.m. The call is assigned to agent.

9. The agent answers call at 4:06:39 p.m.

10. The caller ends call at 4:10 p.m.

11. The agent performs Wrap up work until 4:12 p.m.

For this call flow, events occur within the 16:00:00 to 16:29:59 reporting interval. Reports run
from 16:00:00 to 16:29:59 display all of the data for this call.

For Agent 1, this call does not affect any fields.

agent04: Agent Task Detail
Report

For Agent 2, this call affects the following fields:

•

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.

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