Cisco Cisco E-Mail Manager Unity Integration Option Betriebsanweisung
Glossary
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ICM WebView Help
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schedule
You can generate reports from staffing schedule data that has been imported from a third-party
workforce management system.
The Cisco Workforce Management Integration System allows you to import schedule data and
The Cisco Workforce Management Integration System allows you to import schedule data and
store it in the Schedule_Import tables of the ICM software's database. The data that appears in
WebView reports depends on the specific workforce management system you are using with the
ICM system.
scheduled agents
The number of agents scheduled. This value is imported from a third-party workforce
management system.
script
A defined procedure that the ICM can execute. ICM supports two types of scripts, including
routing scripts that determine where to route calls and administrative scripts that perform
background processing. A script consists of executable nodes, connections, routing targets, and
comments.
service
A particular type of processing that a call requires.
For a service, you can report on data such as service level, number of calls abandoned, number
For a service, you can report on data such as service level, number of calls abandoned, number
of calls offered, and average handle time. A service that is associated with a single peripheral is
called a peripheral service.
Peripheral services from peripherals (ACDs/PBXs) throughout the enterprise can be combined to
Peripheral services from peripherals (ACDs/PBXs) throughout the enterprise can be combined to
form an enterprise service.
service array
Typically, service arrays are defined in instances where you have similar peripheral services
defined on multiple VRUs which all share the same trunk group.
By grouping the services of multiple VRUs into a service array, you can send calls to a single
By grouping the services of multiple VRUs into a service array, you can send calls to a single
target and let the network deliver the call to any of the services defined in the service array.
service level
A measurement of how well you are meeting your goals for answering calls.
The service level is the percentage of incoming tasks begun within a specified service level
The service level is the percentage of incoming tasks begun within a specified service level
threshold. The service level threshold is the number of seconds set as the maximum time a caller
should wait before being connected with an agent for a specific service.
Service level can be calculated in several different way: abandoned calls can be ignored,
Service level can be calculated in several different way: abandoned calls can be ignored,
abandoned calls can have a negative impact, or abandoned calls can have a positive impact.
Service Level Calls Queue Held
The number of tasks to the service currently queued for longer than the service level threshold.