User Guide

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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 10 Sample Reports
Multimedia Reporting Sample Call Scenarios
3. The Router sends a DoThisWithTask (DTWT) message to the MR PG and a pre-call
message to the Agent PG for the peripheral to which Agent A belongs. These messages
indicate that Agent A has picked for the task, and that the task is associated with skill
group S and service SV.
4. When th
e MR PG receives the DTWT message, the PG sends the message to the
application instance and creates a termination record (TCD) for the task request. When
the task request is successful and the agent is assigned to the task, the TCD created by
the MR PG contains a relevant information in the scenarios.
5. When the application instance receives the D
TWT message, it offers the task to Agent A
and sends an OfferTask message to the Agent PG. (Since the OfferTask message is
optional, the application instance can send a StartTask message without sending an
OfferTask message. In this case, when IPCC/ICM receives a StartTask message it acts as
if it had received an OfferTask message immediately followed by a StartTask message.)
6. The
pre-call message sent to the Agent PG also contains the delay time of 1 second and
queue time of 120 seconds for the task request. The Agent PG determines the network
time by measuring the interval between the pre-call message and the OfferTask
message. The Agent PG will use the time taken as part of its computation of the Answer
Wait Time for the task, and as part of the computation to determine if the task is
answered within Service Level. It also records the duration in the TCD which is created
when Agent A completes the task.
The tables below list the reports and the fields impacted:
NewTask request message received (Router starts running the script)
• Skill_Group_Real_Time (row for skill group S)
• Skill_Group_Half_Hour (row for
skill group S)
• Agent_Skill_
Group_Half_Hour Table (row for Agent A, skill group S)
• Se
rvice_Real_Time Table (row for Service SV)
• Service_Half_Hour T
able (row for Service SV)
Router script executes Queue to Skill Group node for skill group S
Call_Type_Reports Fields Impacted by the Call Flow
CallType 24
The following fields will be incremented:
• Offered 5
• Offered 30
• Offe
red Today
CallType 26
Tasks Offered will be incremented.
Call_Type_Report Fields Affected By Call Flow
CallType 24 Router Tasks Q Now will be incremented.