User Guide

1-3
WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 1 About Contact Center Reports
Multimedia Task Details
Delay time The time (in seconds) during the interval
when the IPCC/ICM Router receives a
NewTask message for the task, and sends a
queued message to the MR PG for the task.
Queue time The time (in seconds) during the interval
when the
IPCC/ICM Router executes a
Queue node for the task request, and sends
a DoThisWithTask message for the task.
Network time The time (in seconds) during the interval
when the
Agent PG receives a pre-call
message from the IPCC/ICM Router and
receives an OfferTask (or StartTask if an
OfferTask is not sent) message for the task.
Offer time The time (in seconds) during the interval
w
hen the IPCC/ICM receives an OfferTask
message and receives a StartTask message
for the task.
Answer wait time The time (in seconds) during the interval
when the
IPCC/ICM Router receives a
NewTask message and the Agent PG
receives a StartTask message for the task.
That is, Answer Wait Time = Delay Time +
Queue Time + Network Time + Offer Time.
For tasks assigned to an agent by the
application instance, the answer wait time
of the task is equal to its offer time.
Forced close A task is forced closed if:
• Th
e MR PG detects connection failure with
the application instance when the
NewTask request is pending for the task,
in the IPCC/ICM Router.
• MR PG
detects connection failure with
the application instance while the Router
is sending a DoThisWithTask message to
the MR PG. This occurs before the MR PG
delivers the message to the application
instance.
• Conn
ection between the Agent PG and
the application instance is lost for more
than the TaskLife timeout period. The
task is tracked by the Agent PG when the
connection is lost.
• Conn
ection between the Agent PG and
the application instance is lost for less
than the TaskLife timeout period, and
the task in the application instance
ended when the connection is lost.
Redirected The Agent PG receives an OfferTask
message fo
r the task and receives an
EndTask message for the task without
receiving a StartTask message. That is, if
the disposition field of the EndTask message
specifies that the task has been redirected.
Task Status Description