McDewey

Chat Scenarios Chat-Related Detail Records Flow The following table presents an example of the general flow of detail records for incoming chat contacts. Table 40: General Flow of Detail Records for Incoming Chat Contacts Detail record activity Chat activity Begins TCDR in memory. Contact reaches Unified CCX — Contact is queued to a CSQ Writes ASDR (Busy). Agent is allocated to the contact Collects TCQDR in memory. Agent answers and contact is dequeued from CSQ Collects TACDR, TCCDR. Writes TCCDR, TCDR, TCQDR, TACDR. Contact disconnects Writes ASDR (Ready). Agent leaves Work state If the contact drops before agent is connected, TCQDR is collected and written when the contact disconnects. Chat Contact Unanswered 1. Contact reaches Unified CCX and queues for one or more CSQs. 2. System allocates agent A for the contact and offers the contact to the agent, but agent A does not answer the contact within the configured timeout period. 3. Call goes into queue and is presented to agent B, who answers the call. Table 41: Chat Contact Unanswered Scenario—Chat-Related Detail Records Remarks Record — Contact is queued to a CSQ Writes ASDR (Busy). Agent is allocated to the contact Writes ASDR (Not Ready). Agent does not accept the contact Collects TACDR1. Contact is requeued to CSQ Writes ASDR (Busy). Contact is allocated to a different agent Collects TCQDR in memory. Agent answers and contact is dequeued from the CSQ Cisco Unified Contact Center Express Report Developer Guide, Release 12.5(1) 23 Interpret Database Records Chat Scenarios