Cisco Cisco IP Contact Center Release 4.6.1 User Guide

You can generate reports from staffing schedule data that has been imported from a third-party 

workforce management system. 
The Cisco Workforce Management Integration System allows you to import schedule data and 

store it in the Schedule_Import tables of the ICM software's database. The data that appears in 

WebView reports depends on the specific workforce management system you are using with the 

ICM system.

The number of agents scheduled. This value is imported from a third-party workforce 

management system.

A defined procedure that the ICM can execute. ICM supports two types of scripts, including 

routing scripts that determine where to route calls and administrative scripts that perform 

background processing. A script consists of executable nodes, connections, routing targets, and 

comments.

A particular type of processing that a call requires. 
For a service, you can report on data such as service level, number of calls abandoned, number 

of calls offered, and average handle time. A service that is associated with a single peripheral is 

called a peripheral service. 
Peripheral services from peripherals (ACDs/PBXs) throughout the enterprise can be combined to 

form an enterprise service.

Typically, service arrays are defined in instances where you have similar peripheral services 

defined on multiple VRUs which all share the same trunk group. 
By grouping the services of multiple VRUs into a service array, you can send calls to a single 

target and let the network deliver the call to any of the services defined in the service array.

A measurement of how well you are meeting your goals for answering calls. 
The service level is the percentage of incoming tasks begun within a specified service level 

threshold. The service level threshold is the number of seconds set as the maximum time a caller 

should wait before being connected with an agent for a specific service. 
Service level can be calculated in several different way: abandoned calls can be ignored, 

abandoned calls can have a negative impact, or abandoned calls can have a positive impact.

The number of tasks to the service currently queued for longer than the service level threshold.