Cisco Cisco IPCC Web Option User Guide

A tool used to view information displayed on the World Wide Web. You can use a web browser to 

view WebView reports and scripts.

Windows sockets are a standard UNIX-style interface for networking. Sockets combine a port 

number and an IP address to uniquely identify applications running in a Windows NT network.

The state in which an agent is involved in after call work and is assumed not to be ready to accept 

incoming calls/tasks when done.

The state in which an agent is involved in after call work and is assumed to be ready to accept 

incoming calls/tasks when done.

The number or percentage of agents involved in after-call work. After-call work includes post-call 

activities, such as completing paperwork or consulting with associates. An agent doing wrap-up 

work is in either the Work Ready or the Work Not Ready state.

The percentage of time that all agents were in wrap-up during the interval. This value is 

measured against the total time that all agents were logged on during the interval. 
Wrap-up is the number or percentage of agents who are involved in after-call work. After-call 

work includes post-call activities, such as completing paperwork or consulting with associates. An 

agent doing wrap-up work is in either the Work Ready or the Work Not Ready state.

The percentage of time that agents were in the Work Ready and Work Not Ready states during an 

interval. Wrap-up work is call-related work performed by an agent after the call is over.

A Cisco-supplied library that resides on top of the X.25 protocol. The X.25 protocol and the 

X25LIB are used in ICM software communications with the Rockwell Galaxy Peripheral Gateway 

(PG), the Rockwell Galaxy Demand Command Server, and the Sprint network.