Cisco Cisco IP Contact Center Release 4.6.1 User Guide

ICM WebView Online Help

Peripheral, Route, and Routing Client Reports

routes02: Route Status Real Time Report

The average answer wait time that all tasks offered to the service during the 

interval waited before being answered.
Derived from: Route_Real_Time.AvgSpeedAnswerTo5

routes02: Route Status Real Time Report

The number of tasks for the service or route on which agents are in the Active 

state or in the talking state. The Talking state tracks agents who are in either 

the Talking In, Talking Out, or Talking Other states (now or during an interval). 

The time agents spend in each of these states is tracked individually. A more 

general database table called TalkTime sums the time that agents spend in 

any of the talking states.
Derived from: Route_Real_Time.AgentsTalking

The number of tasks to the service or route that are in queue at the 

peripheral.
Derived from: Route_Real_Time.CallsQNow

Title

The name you give it when you save the report

Subject

A bar graph of the selected routes showing the number of 

tasks in progress versus the number of tasks in queue.

Purpose

To show current route status

Applicable 

environment

Standard ACD

Template type

Real-time bar graph

Default sort order

By the route

Drilldowns available

No

Schema database 

table

Route_Real_Time