Cisco Cisco IPCC Web Option User Guide

A collection of peripheral services, typically from several contact centers. While each individual 

service is tied to a specific peripheral, an enterprise service can span several peripherals.

Statistics for all the peripheral services served by the ICM software. An enterprise includes an 

entire company or agency spanning all the contact centers served by the ICM software. A service 

can be thought of as a particular type of processing that the caller requires.

A collection of peripheral skill groups, typically from several contact centers. While each individual 

skill group is tied to a specific peripheral, an enterprise skill group can span several peripherals.

Statistics for the activity of a group of agents who share a common set of skills across the 

company or agency spanning all the contact centers served by the ICM software. Data can 

include the number of agents talking, available, or in wrap-up for that skill group.

The number of errors for calls of this type (either for the current half-hour interval (Since Half) or 

since midnight (Today).

The number of errors that occurred for requests to the host system during the half-hour interval.

Significant occurrences in the system that are documented and stored for use in system 

maintenance. Events are logged to the ICM central database by each component in the ICM 

system.

The Event Viewer allows you to display the event data that is stored in the ICM central database. 

Events are significant occurrences in the system that are documented and stored for use in 

system maintenance. Events are logged to the ICM central database by each component in the 

ICM system. To quickly invoke the Event Viewer, click the Event Viewer option in the opening 

WebView window.

ICM software's predicted delay for any new call added to a service or route queue.The expected 

delay value is valid only if no agents are available for the route or service.

A WebView feature that allows users to store a list of frequently used report definitions.