User Guide

In this example, agent A is presented with an ACD call for skill group Y. Agent A selects skill
group X via the ACD number (which accesses a script) and initiates and completes a blind
transfer. The InternalCalls and TransferOut fields are then incremented for Agent A against
skill group Y.
After wrap-up is completed, the CallsHandled field is incremented for agent A against skill
group Y. Since there are no agents available in skill group X, the call queues on the ACD. When
agent B in skill group X becomes available, the ACD routes the call to agent B. Agent B answers
the call and the call disconnects and wrap-up is complete.
Fields incremented for Agent B against
skill group X
Fields incremented for Agent A against skill
group Y
CallsHandled, TransferInCallsHandled, InternalCall, TransferOut
For agent A, the call is reported in the TasksHandled, Internal Out, and TransferOut report
fields. For agent B, the call is reported in the Tasks Handled report fields.
Call Scenario 2: Consultative Transfer of an ACD call-agent available
In this example, agent A is presented with an ACD call for skill group Y. Agent A selects skill
group X via the ACD number and initiates a transfer. The script on the ACD realizes that Agent
B is available and requests that agent A’s PG initiate a transfer to agent B on behalf of Agent
A’s phone. Agent B answers the transferred call. After consulting with Agent B, Agent A
completes the transfer. The InternalCall and TransferOut fields are then incremented for Agent
A against the skill group Y. After wrap-up is completed, the CallsHandled field is incremented
for agent A against skill group Y.
Agent B now talks to the caller. When the call disconnects and wrap-up is completed,
CallsHandled and TransferIn are incremented for Agent B against skill group X.
Fields incremented for Agent B against
skill group X
Fields incremented for Agent A against skill
group Y
CallsHandled, TransferInCallsHandled, InternalCall, TransferOut, Hold
For agent A, the call is reported in Tasks Handled, Internal Out, Transfer Out, and Incoming
Hold and/or All Hold report fields. For agent B, the call is reported in Tasks Handled and
Transfer In report fields.
Call Scenario 3: Consultative Conference of a Direct Call
In this example, a direct call comes into agent A's ACD extension.
Agent A selects skill group X via the ACD number and initiates a conference. The script on the
ACD realizes that Agent B is available and requests that agent A’s PG initiate a conference to
agent B on behalf of Agent A’s phone. Agent B answers the conferenced call. After consulting
with Agent B, Agent A completes the conference.
Agent A disconnects from the conference. The InternalCalls and ConferenceOut and
InternalCallsRvcd fields are then incremented for Agent A against the ACD-picked skill group.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 5: Reporting on Agents
Reporting on Agent Call Transfers and Conferences