Cisco Cisco IP Contact Center Release 4.6.1 User Guide
GL-1
ICM WebView Help
G L O S S A R Y
#
30-minute interval
ICM software's database updates its half-hour statistics at 30-minute intervals. During each
interval, statistics accumulate in real-time tables like the Service_Real_Time table.
At the end of each interval the statistics are written to half-hour tables like the Service_Half_Hour
At the end of each interval the statistics are written to half-hour tables like the Service_Half_Hour
table. The date and time at the start of each 30-minute interval is saved with the data. This
allows you to look back at data from previous 30-minute intervals. The first interval for each day
begins at 12:00 midnight and ends at 12:30 A.M. The date and time at the start of each
30-minute interval is saved with its data.
A
abandoned before offered
A task is considered abandoned before offered if the start task timeout period for the task's
"pre-call" message expires before the Agent PG receives a Start or Offer Task message for the
task.
abandoned call wait time
The minimum amount of time that a caller must wait in a queue before the call can be considered
abandoned.
Typically, if a caller is placed in a queue and hangs up before being connected with an agent, the
Typically, if a caller is placed in a queue and hangs up before being connected with an agent, the
call is considered abandoned. However, a caller might hang up almost immediately after being
placed in a queue. In this case, the caller probably hung up for reasons other than excessive
queue times or impatience.
If you do not want to count calls such as these as abandoned, you can set the abandoned call
If you do not want to count calls such as these as abandoned, you can set the abandoned call
wait time value accordingly (for example, to ten seconds). Any calls abandoned in the first ten
seconds are not considered abandoned, nor are they counted as offered. Use the ICM
Configuration Manager to specify the wait time values of each peripheral.
abandoned in the Router
A task is considered abandoned in the Router if its associated NEW_TASK dialogue is terminated
before the Router sends a DO_THIS_WITH_TASK message to the application instance.
abandoned while offered
A task is considered abandoned while offered 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 abandoned.