Cisco Cisco IP Contact Center Release 4.6.1 User Guide

The queue time of a task is the number of seconds that elapsed between the time that Router 

sent a queued message to the MR PIM for the task, and the time that it sent a CONNECT 

(DO_THIS_WITH_TASK) message for the task.

A state in which an agent is logged on and is either available to handle a task, currently talking 

on a task, or involved in after-task work. A Ready agent is presumed to be available to handle a 

new task when finished with current work.

Holds a four-byte floating-point value with 7-digit precision.

Real-time information about certain entities within the ICM system is updated continuously. 
Real-time data includes data accumulated since the end of the last five-minute interval 

(ServiceLevelTo5, for example) and since the end of the last half-hour interval (ServiceLevelHalf). 
Real-time records themselves do not accumulate in the database in the way that historical 

records do; each update overwrites the existing record. Real-time records are stored on the 

Admin Workstation. Real-time report templates offer collections of real-time data based on the 

report scope and subject.

Each Admin site has at least one, and usually two, Admin Workstations that serve as real-time 

distributors for the site. 
At any time, one distributor for the Admin site has an active connection to the real-time server 

(Central Controller) through which it receives real-time data. 
Other Admin Workstations at the site receive their real-time data through a connection to the 

real-time distributor. If the site has two distributors, the second distributor becomes active if the 

first distributor becomes non-functional for any reason.

A communications channel that operates between the Central Controller (Real-Time Server) and 

Admin Workstations (Real-Time Clients). 
The real-time feed forwards the real-time call and agent data that has been retrieved from 

Peripheral Gateways throughout the contact center enterprise to Admin Workstations.

Templates that offer collections of real-time data based on the report scope and subject.