The ability for Unified CCE to route a call or multichannel task to an agent depends on the agent's routability and availability within the MRD of the call or task.
Routability
Routability refers to whether Unified CCE or the Unified E-mail Interaction Manager (EIM) or Unified Web Interaction Manager (WIM) is configured to assign tasks to the agent. For example, your system might be configured to allow Unified WIM to select an agent to handle a task. In this case, Unified CCE gathers reporting data for those tasks, but does not perform the routing. If Unified CCE is configured to assign the task, it both routes and reports on the task.
An agent might be in Routable or Not Routable mode for each MRD to which the agent belongs.
For voice calls, Unified CCE is always configured to route the call. Therefore, the agent is always Routable.
Table 9: Agent modes
Description Term
Unified CCE is configured to assign tasks to the agent.
Routable
Unified EIM and Unified WIM are configured to assign tasks to the agent.
Not Routable
Availability
While Routability determines whether the CallRouter is allowed to assign tasks for this MRD, the agent's availability determines whether the agent is capable of handling new tasks.
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Unified IC reports contain fields indicating agents' availability in the MRD.
The following table describes the criteria that determine whether the agent is Available or Not Available.
Table 10: Agent availability
An agent is Not Available (not eligible to be assigned a task in an MRD) if the agent:
An agent is Available (eligible to be assigned a task in an MRD) if the agent:
Is in Not Ready state.
Is in any state other than the Not Ready state for this MRD.
Is working on a voice, chat, or email task.
Is not working on a non-interruptible task in another MRD.
Only email tasks are interruptible, meaning that Unified CCE can assign the agent another task while the agent is working on an email. Voice calls, chat sessions, and Blended Collaboration sessions cannot be interrupted.
Note
Has reached the agent's maximum task limit.
Has not reached the maximum task limit for this MRD.
For voice, email and Blended Collaboration MRDs, the task limit is always one task. For email and chat MRDs, the task limit is customized through the Unified WIM administration application.
Therefore, an agent is:
•CCE-available if Routable and Available for the MRD. This means that the agent can be routed a task by Unified CCE.
•Application-available if Not Routable and Available for the MRD. This means that the agent can be routed a task by Unified EIM or Unified WIM.
Consider the following call/task scenarios and how they affect agent mode and availability.
Table 11: Scenario 1: Not Routable—Chat, then voice
Result Scenario
Unified CCE does not assign a task to the agent from the Voice MRD, because the agent is working on a non-interruptible task in the chat MRD. The agent is Not Available in Voice.
The agent is logged into two MRDs, chat and voice.
The agent is not routable in the chat MRD.
The agent is assigned a task in the chat MRD by the Unified WIM.
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Table 12: Scenario 2: Not Routable—Voice then email Result Scenario
Unified CCE does not assign email tasks to the agent. The agent is Not Available in the email MRD.
Email tasks can still be placed in the agent's personal queue in this scenario by Unified EIM. Email tasks might also be sent to the agent's queue as a result of a customer responding to an email from the agent. See the Cisco Unified E-Mail Interaction Manager documentation for complete information on routing email tasks.
The agent is logged into two MRDs, chat and voice.
The agent is not routable in the email MRD.
The agent is assigned a call in the Voice MRD.
Table 13: Scenario 3: Not Routable—Voice then chat Result Scenario
Unified WIM does not assign chat tasks to the agent. The agent is Not Available in chat.
The agent is logged into two MRDs, chat and voice.
The maximum task limit for the agent in this MRD is 1.
The agent is not routable in the chat MRD.
The agent is assigned a call in the Voice MRD.
Table 14: Scenario 4: Routable—Maximum task limit Result Scenario
Unified CCE continues to assign tasks to the agent until the agent has reached the maximum task limit. The agent is CCE-Available in the chat MRD, even though the agent is Active on a task.
The agent is logged into a chat MRD (maximum task limit for the agent in this MRD is 6).
The agent is routable in the chat MRD.
The agent is assigned a task in the chat MRD.
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Table 15: Scenario 5: Routable (busy on non-interruptible task) Result Scenario
Unified CCE does not assign a chat task to the agent, since the agent is working on a non-interruptible task in the voice MRD.
The agent is Not Available in the chat MRD even though the agent is Not Active in chat skill groups.
The agent is logged into two MRDs, chat and voice.
The agent is routable in the chat MRD.
The agent is assigned a voice call in the voice MRD.
Table 16: Scenario 6: Routable (busy on interruptible task) Result Scenario
Unified CCE can assign a voice call to the agent, since the agent is working on an interruptible task in the email MRD. The agent is CCE-Available in Voice MRD.
The agent is logged into two MRDs, email and voice.
The agent is routable in the email MRD.
The agent is assigned a task in the email MRD