Cisco Cisco E-Mail Manager Unity Integration Option User Guide
Glossary
GL-21
ICM WebView Help
receive in error
The number of routing requests from the routing client that produced errors during the
five-minute interval.
A routing client is an entity that sends routing requests to the ICM software. A routing client
A routing client is an entity that sends routing requests to the ICM software. A routing client
typically corresponds to a subsystem within an interexchange carrier or to a peripheral (ACD,
VRU, PBX) that is performing Post-Routing.
A routing client sends requests to the ICM software for call routing instructions. The routing
A routing client sends requests to the ICM software for call routing instructions. The routing
request can include dialed number (DN), calling line ID (CLID), and Caller Entered Digits (CED).
redirected
A task is considered redirected if the Agent PG receives an Offer Task message for the task and
then receives an End Task message for the task without previously receiving a Start Task
message, and if the disposition field of the End Task message specifies that the task has been
redirected.
rejects
The number of query requests that were rejected by the host system during the half-hour
interval.
relative date
A date defined in a report that is relative to the day the report is run, such as "today" or "this
week".
report
The final presentation of data, titles, times, date, and graphic elements either printed or
displayed in a WebView reporting page. Once a report is saved on a screen, it can be saved as a
report definition.
report component
A discrete portion of a report. Reports can have one real-time or one historical component. You
generate a single-component report by launching one template.
For example, a single-component report might contain one real-time bar graph.
For example, a single-component report might contain one real-time bar graph.
report definition
Specifies the template(s) that the report uses to retrieve data and specifies any data retrieval
arguments, such as scope and date, that the report includes.
requests
The number of query requests the CallRouter has sent to the host system during the half-hour
interval.
required agents
The forecasted value for the number of agents the peripheral skill group needs. This value is
imported from a third-party workforce management system.
reserve call
An internal call placed by the dialer to put an agent on hold for the dialer's use.