Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide, Release 9.0(2)
Writing database records
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Contents

Writing database records

This chapter explains how call-related detail records and agent state change records are generated for various call flows and scenarios.

The explanations throughout this chapter use the following abbreviations for database records:

  • ACDR - - AgentConnectionDetail record in the AgentConnectionDetail table
  • ASDR - AgentStateDetail record in the AgentStateDetail table
  • CCDR - ContactCallDetail record in the ContactCallDetail table
  • CQDR - ContactQueueDetail record in the ContactQueueDetail table
  • CRDR - ContactRoutingDetail record in the ContactRoutingDetail table
  • EEMCEDR - EEMContactEmailDetail record in the EEMContactEmailDetail
  • EEMQADR - EEMQueueAgentDetail record in the EEMQueueAgentDetail table
  • EEMEASD - EEMEmailAgentStateDetail record in the EMEmailAgentStateDetail table
  • TACDR - TextAgentConnectionDetail record in the TextAgentConnectionDetail table
  • TCDR - TextContactDetail records in the TextContactDetail table
  • TASDR - TextAgentStateDetail records in the TextAgentStateDetail table
  • TCQDR - TextContactQueueDetail record in the TextContactQueueDetail table

This chapter contains the following topics.

Flow of call-related detail records

The following table provides an example of the general flow of detail records for incoming ACD calls. This example assumes that the CSQ is configured for auto-work and that the agent is configured for auto-available.

Table 1 General flow of detail records for incoming ICD calls

System activity

Detail record activity

Call reaches CTI Port

Allocate Session

Begin CCDR in memory

Call executes first Select Resource step

Begin CRDR and CQDR in memory

System selects agent and rings phone

Begin ACDR in memory, write ASDR for state change to Reserved

Agent answers

Write ASDR (Talking)

Call disconnects

Write CRDR, CQDR(s), ASDR (Work)

Agent leaves Work state

Write ACDR, CCDR, ASDR (Ready)

If the agent does not enter Work state after the call, the system writes the ACDR and the ASDR (Ready) when the call disconnects. If the agent is not configured for auto-available, the ASDR pertains to Not Ready state.

Call scenarios

The following sections describe various call scenarios. Each example assumes that auto-work is disabled for incoming ACD calls and that all agents have auto-available enabled.

Basic ACD call scenario - call queues for one CSQ

In this Basic ACD Call scenario, a call reaches a Unified CCX route point, executes a script, and queues for one CSQ. The system allocates agent A for the call, rings agent A’s phone, and agent A answers the call.

Table 1 shows the call-related detail records that are generated by this scenario. Table 2 shows the agent state change records that are generated by this scenario.

Table 2 Basic ACD call - call-related detail records

Record

Session ID

Session sequence number

qIndex

Remarks

CCDR1

100

0

CRDR1

100

0

1

Overall queue information

CQDR1

100

0

1

Detailed queue information for CSQ1 (targetType = 0 indicates CSQ-based routing)

ACDR1

100

0

1

agent A and original call

Table 3 Basic ACD call - agent state change records

Record

Reason

Remarks

ASDR1

4 (Reserved)

agent A selected for call

ASDR2

5 (Talking)

agent A answers call

ASDR3

3 (Ready)

Call ends

Basic ACD call scenario - call queues for two CSQs

In this Basic ACD Call scenario, a call reaches a Unified CCX route point, executes a script, and queues for two CSQs. The system allocates agent A for the call, rings agent A’s phone, and agent A answers the call.

Table 1 shows the call-related detail records that are generated by this scenario. Table 2 shows the agent state change records that are generated by this scenario.

Table 4 Basic ACD call - call-related detail records

Record

Session ID

Session sequence number

qIndex

Remarks

CCDR1

100

0

CRDR1

100

0

1

Overall queue information

CQDR1

100

0

1

Overall queue information for CSQ1, targetType = 0, targetID = ID of CSQ1

CQDR2

100

0

1

Overall queue information for CSQ2, targetType = 0, targetID = ID of CSQ2

ACDR1

100

0

1

agent A and original call

Basic ACD call scenario - wrap up

In this Basic ACD Call scenario, a call reaches a Unified CCX route point, executes a script, and queues for one CSQ. The system allocates agent A for the call, rings agent A’s phone, and agent A answers the call. After completing the call, agent A goes to Work state and chooses a Wrap Up code.

Table 1 shows the call-related detail records that are generated by this scenario. Table 2 shows the agent state change records that are generated by this scenario.

Table 5 Basic ACD call - wrap up records

Record

Session ID

Session sequence number

qIndex

Remarks

CCDR1

100

0

CRDR1

100

0

1

Overall queue information

CQDR1

100

0

1

Detailed queue information for CSQ1 (targetType = 0 indicates CSQ-based routing)

ACDR1

100

0

1

Agent A and original call with Wrap-Up code

Table 6 Basic ACD call - wrap up records

Record

Reason

Remarks

ASDR1

4 (Reserved)

Agent A selected for call

ASDR2

5 (Talking)

Agent A answers call

ASDR3

6 (Work)

Call ends

ASDR4

3 (Ready)

Agent A goes to Ready state

Basic agent based routing call scenario

Table 7 Basic ACD call - agent state change records

Record

Reason

Remarks

ASDR1

4 (Reserved)

Agent A selected for call

ASDR2

5 (Talking)

Agent A answers call

ASDR3

3 (Ready)

Call ends

In the Basic Agent Based Routing call scenario, a call reaches a Unified CCX route point, executes a script, and selects agent A. The system allocates agent A for the call, rings agent A’s phone, and agent A answers the call.

Table 1 shows the call-related detail records that are generated by this scenario. Table 2 shows the agent state change records that are generated by this scenario.

Table 8 Basic agent based routing call - call-related detail records

Record

Session ID

Session sequence number

qIndex

Remarks

CCDR1

100

0

CRDR1

100

0

1

Overall queue information

CQDR1

100

0

1

Detailed information for the routing attempt (targetType = 1 indicates agent based routing)

ACDR1

100

0

1

Agent A and original call

Table 9 Basic agent based routing call - agent state change records

Record

Reason

Remarks

ASDR1

4 (Reserved)

Agent A selected for call

ASDR2

5 (Talking)

Agent A answers call

ASDR3

3 (Ready)

Call ends

Transfer to route point scenario

After the basic ACD scenario (see the Basic ACD call scenario - call queues for one CSQ), agent A transfers the call to a Unified CCX route point. The call executes a script, queues for one or more CSQs, and connects to agent B. The server begins a new session and CCDR as soon as agent A starts the consult call. The server writes the CCDR for the consult call when agent A completes the transfer or when agent A or the script terminates that call.

Table 1 shows the call-related detail records that are generated by this scenario.

Table 10 Transfer to route point - call-related detail records

Record

Session ID

Session sequence number

qIndex

Remarks

CCDR1

100

0

Transfer field will be 1

CRDR1

100

0

1

Overall queue information for the first segment of the call (before the transfer)

ACDR1

100

0

1

Agent A and original call

CQDR1

100

0

1

Detailed queue information for the CSQ selected by the first route point’s script

CCDR2

101

0

Consult call from agent A to route point

CCDR3

100

1

Second leg of original call to new route point

CRDR3

100

1

Overall queue information for the second segment of the call (after the transfer)

CQDR3

100

1

1

Queue information of second leg of call

ACDR3

100

1

1

Agent B and original call

Conference to agent scenario

After the basic ACD scenario (see the Basic ACD call scenario - call queues for one CSQ), agent A calls another logged-in agent, agent B, and conferences agent B into the original call. The server begins a new session and CCDR as soon as agent A starts the consult call. The server writes the CCDR for the consult call when agent A completes the conference or when agent A or agent B terminates the consult call.


Note


The server does not create a new CCDR or CRDR after the conference is completed.


Table 1 shows the call-related detail records that are generated by this scenario. An asterisk (*) indicates a record that has the same name as another record but that is for a different agent.

Table 11 Conference to agent - call-related detail records

Record

Session ID

Session sequence number

qIndex

Remarks

CCDR1

100

0

Conference field will be 1

CRDR1

100

0

1

Overall queue information

ACDR1

100

0

1

Agent A and original call

CQDR1

100

0

1

Detailed queue information for CSQ1 (targetType = 0 indicates CSQ-based routing)

CCDR2

101

0

Consult call from agent A to agent B

ACDR1*

100

0

0

Agent B and original call

Workflow redirect to route point scenario

In the Workflow Redirect to Route Point scenario, an incoming call reaches a Unified CCX route point. That workflow for that route point redirects the call to a second route point.

Table 1 shows the call-related detail records that are generated by this scenario.

Table 12 Workflow redirect to route point - call-related detail records

Record

Session ID

Session sequence number

Remarks

CCDR1

100

0

Caller to first route point (redirect field will be 1)

CCDR2

100

1

Caller to second route point

ACD call unanswered scenario

In the ACD Call Unanswered scenario, a call reaches a Unified CCX route point, executes a script, and queues for one or more CSQs. The system allocates agent A for the call, rings agent A’s phone, but agent A does not answer the call within the timeout specified in the Select Resource or Connect step. Then the call goes into queue and is presented to agent B, who answers the call.

Table 1 shows the call-related detail records that are generated by this scenario. An asterisk (*) indicates a record that has the same name as another record but that is for a different agent.

Table 2 shows the agent state change records that are generated by this scenario.

Table 13 ACD call unanswered scenario - call-related detail records 

Record

Session ID

Session sequence number

qIndex

Remarks

CCDR1

100

0

CRDR1

100

0

1

Overall queue information

CQDR1

100

0

1

Detailed queue information for the CSQ selected by the route point script

ACDR1

100

0

1

Agent A, ring time > 0 and talk time = 0

ACDR1*

100

0

1

Agent B, talk time > 0

Table 14 ACD call unanswered scenario - agent state change records

Record

Agent

State

Reason Code

Remarks

ASDR1

A

4 (Reserved)

Agent A selected for call

ASDR2

A

2 (Not Ready)

32763

Server retrieves call from agent's phone

ASDR3

B

4 (Reserved)

Agent B selected for call

ASDR4

B

5 (Talking)

Agent B answers call

Agent to agent Non-ACD call scenario

In the agent to agent Non-ACD Call scenario, agent A goes offhook and calls agent B. Agent B answers, the two agents talk for a while, then agent B hangs up.

Table 1 shows the call-related detail records that are generated by this scenario. Table 2 shows the agent state change records that are generated by this scenario.

Table 15 Agent to agent Non-ACD all - call-related detail records

Record

Session ID

Session sequence number

Remarks

CCDR1

100

0

Agent A to agent B

Table 16 Agent to agent Non ACD call - agent state change records

Record

Agent

State

Reason Code

Remarks

ASDR1

A

2 (Not Ready)

32762

Agent A goes offhook

ASDR2

B

2 (Not Ready)

32761

Call rings at agent B’s phone

ASDR3

B

3 (Ready)

Agent B hangs up

ASDR4

A

3 (Ready)

Agent to agent Non-ACD call transfer scenario

In the Agent to agent Non-ACD call transfer scenario, agent A receives a non-ACD call from an unknown party. Agent A places a consult call to agent B, agent B answers the call, and agent A completes the transfer. Agent B then hangs up.

Table 1 shows the call-related detail records that are generated by this scenario. Table 2 shows the agent state change records that are generated by this scenario.

Table 17 Agent to agent Non ACD call transfer - call-related detail records

Record

Session ID

Session sequence number

Remarks

CCDR1

100

0

Unknown party to agent A (transfer field will be 1)

CCDR2

101

0

Agent A to agent B

CCDR3

100

1

Unknown party to agent B

Table 18 Agent to agent Non ACD call transfer - agent state change records

Record

Agent

State

Reason Code

Remarks

ASDR1

A

2 (Not Ready)

32761

First call rings at agent A’s phone

ASDR2

B

2 (Not Ready)

32761

Consult call rings at agent B’s phone

ASDR3

A

3 (Ready)

Agent A completes transfer

ASDR4

B

3 (Ready)

Agent B hangs up

Agent to agent Non-ACD call conference scenario

In the Agent to agent Non-ACD call conference scenario, agent A receives a non-ACD call from an unknown party. Agent A places a consult call to agent B, and agent B answers the call. Then agent A establishes a conference, and agent A, agent B, and the caller are now in conversation. Agent A hangs up. Then agent B hangs up.

Table 1 shows the call-related detail records that are generated by this scenario. Table 2 shows the agent state change records that are generated by this scenario.

Table 19 Agent to agent Non-ACD call conference - call-related detail records

Record

Session ID

Session sequence number

Remarks

CCDR1

100

0

Unknown party to agent A (conference field will be 1)

CCDR2

101

0

Agent A to agent B

Table 20 Agent to agent Non-ACD call conference - agent state change records

Record

Agent

State

Reason Code

Remarks

ASDR1

A

2 (Not Ready)

32761

First call rings at agent A's phone

ASDR2

B

2 (Not Ready)

32761

Consult call rings at agent B's phone

ASDR3

A

3 (Ready)

Agent A hangs up

ASDR4

B

3 (Ready)

Agent B hangs up

ACD call blind transfer scenario

In the ACD Call Blind Transfer scenario, agent A is connected and talking to an incoming ACD call. Agent A puts that call on hold and places a consultative transfer to agent B. Agent A completes the transfer and then agent B answers.

Table 1 shows the call-related detail records that are generated by this scenario. Table 2 shows the agent state change records that are generated by this scenario.

Table 21 ACD call blind transfer - call-related detail records

Record

Session ID

Session sequence number

qIndex

Remarks

CCDR1

100

0

Original call and agent A (transfer field will be 1)

CRDR1

100

0

1

Overall queue information

ACDR1

100

0

1

Agent A

CQDR1

100

0

1

Queue information

CCDR2

101

0

Agent A and agent B

CCDR3

100

1

Original call and agent B

ACDR3

100

1

0

Agent B

Table 22 ACD call blind Transfer - agent state change records

Record

Agent

Reason

Remarks

ASDR1

A

4 (Reserved)

Agent A selected for original call

ASDR2

A

5 (Talking)

Agent A answers

ASDR3

B

4 (Reserved)

Agent A calls agent B, agent B’s phone rings

ASDR4

A

3 (Ready)

Agent A competes the transfer

ASDR5

B

5 (Talking)

Agent B answers

ASDR6

B

3 (Ready)

Caller hangs up

Agent places consult call then resumes call scenario

In the Agent Places Consult Call then Resumes Call scenario, agent A is connected to an incoming ACD call. Agent A presses the Transfer button on the phone to initiate a consult call with agent B. Agent A receives a dial tone, drops the consult call, and resumes the incoming call.

Table 1 shows the call-related detail records that are generated by this scenario. Table 2 shows the agent state change records that are generated by this scenario.

Table 23 Agent places consult call then resumes call - call-related detail records

Record

Session ID

Session sequence number

qIndex

Remarks

CCDR1

100

0

Original call and agent A

CRDR1

100

0

1

Overall queue information

CQDR1

100

0

1

Detailed queue information for CSQ1 (targetType = 0 indicates CSQ-based routing)

ACDR1

100

0

1

Includes talk time both before and after the canceled consult call, and contains hold time for the duration of the canceled consult call

CCDR2

101

0

Agent A, no called party information

Table 24 Agent places consult call then resumes call - agent state change records

Record

Agent

Reason

Remarks

ASDR1

A

4 (Reserved)

Agent A selected for original call

ASDR2

A

5 (Talking)

Agent A answers

ASDR3

A

3 (Ready)

Caller hangs up

Agent consults agent then resumes call scenario

In the Agent Consults Agent then Resumes Call scenario, agent A is connected to an incoming ACD call. Agent A puts that call on hold and initiates a consultative transfer to agent B. Agent B answers, talks to A for some time, then hangs up without agent A completing the transfer. Agent A resumes the original call.

Table 1 shows the call-related detail records that are generated by this scenario. Table 2 shows the agent state change records that are generated by this scenario.

Table 25 Agent consults agent then resumes call - call-related detail records

Record

Session ID

Session sequence number

qIndex

Remarks

CCDR1

100

0

Original call and agent A

CRDR1

100

0

1

Overall queue information

CQDR1

100

0

1

Detailed queue information for CSQ1 (targetType = 0 indicates CSQ-based routing)

CCDR2

101

0

Agent A to agent B

ACDR1

100

0

1

Includes talk time both before and after the consult call, and contains hold time for the duration of the canceled consult call

Table 26 Agent Consults Agent then Resumes Call - agent state change records

Record

Agent

Reason

Remarks

ASDR1

A

4 (Reserved)

Agent A selected for original call

ASDR2

A

5 (Talking)

Agent A answers

ASDR3

B

4 (Reserved)

Agent A calls agent B, agent B’s phone rings

ASDR4

B

5 (Talking)

Agent B answers

ASDR5

B

3 (Ready)

Agent B disconnects from consult call

ASDR6

A

3 (Ready)

Caller disconnects original call

Basic outbound call scenario - call accepted

In this Basic Outbound Call scenario, a call is presented to agent A and the agent accepts the call. Then the system places the call from the agent A to the customer.

Table 1 shows the call-related detail records that are generated by this scenario. Table 2 shows the agent state change records that are generated by this scenario.

Table 27 Basic outbound call - call-related detail records

Record

Session ID

Session sequence number

Remarks

CCDR1

100

0

ACDR1

100

0

Call result is 1 (voice)

Table 28 Basic outbound call - agent state change records

Record

Reason

Remarks

ASDR1

4 (Reserved)

Agent A is presented with outbound call

ASDR2

5 (Talking)

Agent A accepts call

ASDR3

3 (Ready)

Call ends

Basic outbound call scenario - call rejected then accepted

In this Basic Outbound Call scenario, a call is presented to agent A and agent A rejects the call. The call is then presented to agent B and agent B accepts the call. Then the system places the call from agent B to the customer.

Table 1 shows the call-related detail records that are generated by this scenario. Table 2 shows the agent state change records that are generated by this scenario.

Table 29 Basic outbound call - call-related detail records

Record

Session ID

Session sequence number

Remarks

CCDR1

100

0

ACDR1

100

0

Call result is 9 (reject)

ACDR2

100

0

Call result is 1 (voice)

Table 30 Basic outbound call - agent state change records

Record

Reason

Remarks

ASDR1

4 (Reserved)

Agent A is presented with outbound call

ASDR1

3 (Ready)

Agent A rejects call

ASDR1

4 (Reserved)

Agent B is presented with outbound call

ASDR2

5 (Talking)

Agent B accepts call

ASDR3

3 (Ready)

Call ends

Basic outbound call scenario - call accepted and transferred to other agent

In this Basic Outbound Call scenario, a call is presented to agent A and the agent accepts the call. Then the system places the call from the agent A to the customer. agent A then transfers the call to agent B.

Table 1 shows the call-related detail records that are generated by this scenario. Table 2 shows the agent state change records that are generated by this scenario.

Table 31 Basic outbound call - call-related detail records

Record

Session ID

Session sequence number

Remarks

CCDR1

100

0

ACDR1

100

0

Call result is 1 (voice)

CCDR2

200

0

Consult call from agent A to agent B

CCDR3

100

1

Outbound call at agent B

ACDR2

100

1

Call result is 20 (transfer)

Table 32 Basic outbound call - agent state change records

Record

Reason

Remarks

ASDR1

4 (Reserved)

Agent A is presented with outbound call

ASDR2

5 (Talking)

Agent A accepts call

ASDR3

3 (Ready)

Call transfers to agent B

ASDR1

4 (Reserved)

Agent B is presented with outbound call

ASDR2

5 (Talking)

Agent B on outbound call

ASDR3

3 (Ready)

Call ends

Basic outbound call scenario - call accepted and transferred to route point

In this Basic Outbound Call scenario, a call is presented to agent A and the agent accepts the call. Then the system places the call from the agent A to the customer. Agent A then transfers the call to a route point. The call reaches a Unified CCX route point, executes a script, and queues for one CSQ. The system allocates agent B for the call, rings agent B’s phone, and agent B answers the call.

Table 1 shows the call-related detail records that are generated by this scenario. Table 2 shows the agent state change records that are generated by this scenario.

Table 33 Basic outbound call - call-related detail records

Record

Session ID

Session sequence number

qIndex

Remarks

CCDR1

100

0

ACDR1

100

0

Call result is 1 (voice)

CCDR2

200

0

Consult call from agent A to route point

CCDR3

100

1

Outbound call is queued

CRDR1

100

1

1

Overall queue information

CQDR1

100

1

1

Detailed queue information for CSQ1 (targetType = 0 indicates CSQ-based routing)

ACDR1

100

1

1

Agent B and original call

Table 34 Basic outbound call - agent state change records

Record

Reason

Remarks

ASDR1

4 (Reserved)

Agent A is presented with outbound call

ASDR2

5 (Talking)

Agent A accepts call

ASDR3

3 (Ready)

Call transfers to route point

ASDR1

4 (Reserved)

Agent B selected for call

ASDR2

5 (Talking)

Agent B answers call

ASDR3

3 (Ready)

Call ends

Flow of chat-related detail records

Table 1 provides an example of the general flow of detail records for incoming chat contacts.

Table 35 General flow of detail records for incoming chat contacts

System activity

Detail record activity

Contact reaches Unified CCX

Begin TCDR in memory

Contact is queued to a CSQ

Agent is allocated the contact

Write ASDR (Busy)

Agent answers and contact is dequeued from CSQ

Collect TCQDR in memory

Contact disconnects

Collect TACDR, TCCDR. Write TCCDR, TCDR, TCQDR, TACDR

Agent leaves Work state

Write ASDR (Ready)

If the contact drops before agent is connected, TCQDR is collected and written when the contact disconnects.

Chat scenario

The following section describes a chat scenario.

Chat contact unanswered scenario

Chat contact unanswered scenario

In this scenario, a contact reaches the Unified CCX and queues for one or more CSQs. The 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. Then the call goes into queue and is presented to agent B, who answers the call.

Table 1 shows the chat-related detail records that are generated by this scenario.

Table 36 Chat contact unanswered scenario - chat-related detail records

Record

Remarks

Contact is queued to a CSQ

Agent is allocated the contact

Write ASDR (Busy)

Agent does not accept the contact

Write ASDR (Not Ready)

Contact requeued to CSQ

Collect TACDR1

Contact is allocated to a different agent

Write ASDR (Busy)

Agent answers and contact is dequeued from CSQ

Collect TCQDR in memory

Contact disconnects

Collect TACDR2, TCCDE. Write TACDR1, TACDR2, TCDR, TCQDR, TCCDR

Agent leaves Work state

Write ASDR (Ready)

Flow of email-related detail records

Below is an example of the general flow of detail records for incoming emails. This example shows an agent log in, receive an email, send a response, and then log out. This table only contains details relating to Email records.

Table 37 General flow of detail records for incoming ICD emails

System activity

Detail Record Activity

Agent logs in

EEMEASDR created for login with start and end time equal

EEMEASDR created for initial Email Not Ready state start

Agent goes Email Ready

EEMEASDR for Email Not Ready updated to include ending time of the state

EEMEASDR created for start time of Email Ready

Email reaches CSQ inbox

EEMCEDR created for the Email

EEMQADR created for the Email and the CSQ it is initially routed to

System selects agent and assigns the Email

EEMQADR updated to reflect agent and time it was assigned

EEMEASDR for Email Ready updated to include ending time of state

EEMEASDR created for Email Processing

Agent sends response

EEMQADR updated to include final disposition of the Email

EEMCEDR updated to include final disposition of the Email

EEMEASDR for Email Processing updated to include ending time of state

EEMEASDR created for Email Ready

Agent goes Email Not Ready

EEMEASDR for Email Ready updated to include ending time of state

EEMEASDR created for Email Not Ready

Agent logs out

EEMEASDR updated for Email Not Ready to include ending time of state

EEMEASDR created for Email Logout that has an equal start and end time

Email scenarios

Basic incoming email with a response sent

In this scenario, an email arrives in the Inbox associated with a CSQ and is then moved and assigned to that CSQ. The system allocates agent A for the email, it appears on agent A’s desktop, and agent A writes and sends a response.

Table 38 Basic incoming email - email-related detail records

Record

CED ID

QAD sequence number

Remarks

EEMCEDR1

100

-

Email information including incoming and final disposition information

EEMQADR1

100

210

Email information relating to the one appearance in the queue

Table 39 Basic Incoming Email - Email-Related State Change Records

Record

Reason

Remarks

EEMEASDR1

4 (Email Processing)

Agent receives Email

EEMEASDR2

3 (Email Ready)

Agent sent Email

Email re-queued

In this scenario, an email arrives in the Inbox associated with a CSQ and is then moved and assigned to that CSQ. The system allocates agent A for the email and it appears on agent A’s desktop. Agent A decides they not to accept any more emails and goes Email Not Ready and re-queues the email. The email is then allocated to agent B and agent B sends a response.

Table 40 Email Re-queued - Email-Related detail records

Record

CED ID

QAD sequence number

Remarks

EEMCEDR1

100

-

Email information including incoming and final disposition information. FinalDispositionTypeFK will be 5 for Sent

EEMQADR1

100

210

Email information relating to the first appearance in the queue. EndTypeFK will be 8 (Re-queued)

EEMQADR2

100

211

Email information relating to the first appearance in the queue. ReceivedReasonFK will be 8 for re-queued and EndTypeFK will be 5 for sent

Table 41 Email re-queued - email-related state change records

Record

Agent

Reason

Remarks

EEMEASDR1

A

4 (Email Processing)

Agent A receives Email

EEMEASDR2

A

2 (Email Not Ready)

Agent A selected Not Ready before re-queuing Email

EEMEASDR3

B

4 (Email Processing)

Agent B receives Email

EEMEASDR4

B

3 (Email Ready)

Agent B sent Email

Email transferred to different CSQ

In this scenario, an email arrives in the Inbox associated with CSQ1 and is then moved and assigned to that CSQ. The system allocates agent A for the email and it appears on agent A’s desktop. Agent A decides it does not belong in that CSQ and transfers it to CSQ2. The email is then allocated to agent B and agent B deletes the email.

Table 42 Email transferred to different CSQ - email-related detail records

Record

CED ID

QAD sequence number

CSQ ID

Remarks

EEMCEDR1

100

-

2

Email information including incoming and final disposition information. FinalDispositionTypeFK will be 6 for Deleted. The CSQ ID will initially be 1 but will be updated to 2 when transferred.

EEMQADR1

100

210

1

Email information relating to the first appearance in the queue. EndTypeFK will be 7 (Transferred)

EEMQADR2

100

211

2

Email information relating to the first appearance in the queue. ReceivedReasonFK will be 7 for transferred and EndTypeFK will be 6 for deleted.

Table 43 Email transferred to different CSQ - email-related state change records

Record

Agent

Reason

Remarks

EEMEASDR1

A

4 (Email Processing)

Agent A receives Email

EEMEASDR2

A

2 (Email Ready)

Agent A receives Email

EEMEASDR3

B

4 (Email Processing)

Agent B receives Email

EEMEASDR4

B

3 (Email Ready)

Agent B receives Email