Cisco Cisco Unified Contact Center Enterprise 9.0(2) Betriebsanweisung
Glossary
GL-2
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ACD destination
A task sent to an ACD switch for routing.
Active state
The state of an agent who is doing a task on a non-voice media routing domain.
Admin Workstation (AW)
A personal computer that monitors how the ICM system handles calls. The Admin Workstation
can also be used to modify the system configuration of scripts.
after-call work
he number, or percentage, of agents performing after-call work. Agents performingafter-call work
are either in the Work Ready or Work Not Ready state.After-call work includes post-call activities,
such as completing paperwork or consulting with associates.
agent
Any person who handles customer contact. Each agent is associated with a peripheral (ACD or
PBX and can be a member of one or more skill groups. You can report on individual agents,
enterprise agent groups, and agent teams. Agents can also be organized into enterprise agent
groups and agent teams.
agent out calls
The total number of outgoing calls made by agents during an interval.
agent team
A group of related agents associated with a single peripheral. An agent team might include
agents at the contact center and agents who work at home. Members of an agent team can also
be members of one or more skill groups.
all trunks fully busy
The state of a trunk group when all trunks are simultaneously in use. In this state, the trunk
group cannot accept any new inbound calls or place any new outbound calls. The ICM software
tracks the amount of time during which all trunks in a trunk group are busy during the current
half-hour interval.
answer wait time
The sum of the time that all incoming calls to a route or service waited before being answered
during the current interval. This sum includes delay time, queue time, and ring time. For
non-voice tasks, answer wait time is the number of seconds that elapsed between the time that
the Router received a NEW_TASK message for the task and the time that the Agent PG received a
Start Task message for the task. This sums delay time, queue time, network time and offer time.
Application Bridge Server
A server process that operates between the Peripheral Gateway and the Aspect CallCenter ACD.
The Application Bridge Server monitors disconnect and transfer messages between the Peripheral
Gateway and applications running on the Aspect CallCenter Application Bridge.