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
Scenario 2: Task in MRD X assigned to Agent A, Skill Group S, Service SV
and Call Type CT by IPCC/ICM (Max Task Limit = 1). Customer
abandons before Agent starts task.
In this scenario, an application instance prompts IPCC/ICM to assign an agent for a task in
MRD X by sending a NewTask message to the MR PG. When the Router receives the NewTask,
it runs a script that eventually picks Agent A. The Router associates the task with Skill Group
S, Service SV, and Call Type CT. Customer abandons before the agent starts the task.
This section explains:
• Call flow before the task is Assigne
d to Agent A, page 10-76
• Call flow after the task is assigned to Agent A, page 10-77
Assumptions:
• No agent in
skill group S is available when the Router receives NewTask message.
• Agent A
is a member of skill group S.
• Agent
A has a maximum task limit of one in MRD X.
• Ag
ent A is on another task in MRD X when the Router receives the Newtask message.
Call flow before the task is Assigned to Agent A
Figure 10-89 Call flow before assigning the task to Agent A