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Agent reserved state

Can someone explain to me in detail, when I see "Agent Reserved State" for a certain percentage on my reports exactly what that means.

Thanks,

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Re: Agent reserved state

I am assuming you are talking about the Agent State Summary reports under Historical Reports on IPCC Express.

If that is true, the Agent Reserved State, tells you the time the agent spent in the Reserved State. IPCC Express puts an agent in a Reserved State when it marks tha agent for call delivery. And the agnet stays in the resevered state during the time when its marked and the time the call is actually delivered. This time may vary based on your script and the additional Tasks you perform after an agent is selected.

Check the description of Reserved Time on the following link:

http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_administration_guide09186a00801d7206.html#1038430

Hope that helps

Aslam.

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