McDewey

Remarks qIndex Session sequence number SessionID Record Detailed queue information for CSQ1 (targetType = 0; indicates CSQ-based routing). 1 0 100 CQDR1 Agent A and original call information with wrap-up code. 1 0 100 ACDR1 Table 7: Basic ACD Call Wrap-Up—Agent State-Change Records Remarks Reason Record Agent A is selected for call. 4 (Reserved) ASDR1 Agent A answers call. 5 (Talking) ASDR2 Call ends. 6 (Work) ASDR3 Agent A goes to Ready state. 3 (Ready) ASDR4 Basic Agent-Based Routing Call 1. Call reaches a Unified CCX route point, executes a script, and selects agent A. 2. System allocates agent A for the call and rings agent A’s phone, and agent A answers the call. Table 8: Basic Agent-Based Routing Call—Agent State-Change Records Remarks Reason Record Agent A is selected for call. 4 (Reserved) ASDR1 Agent A answers call. 5 (Talking) ASDR2 Call ends. 3 (Ready) ASDR3 Table 9: Basic Agent-Based Routing Call—Call-Related Detail Records Remarks qIndex Session sequence number SessionID Record — — 0 100 CCDR1 Overall queue information. 1 0 100 CRDR1 Detailed information for the routing attempt (targetType = 1; indicates agent-based routing). 1 0 100 CQDR1 Agent A and original call information. 1 0 100 ACDR1 Cisco Unified Contact Center Express Report Developer Guide, Release 12.5(1) 10 Interpret Database Records Basic Agent-Based Routing Call