Cisco Cisco IP Contact Center Release 4.6.1 User Guide

  Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)

The Application Gateway allows ICM to query host systems that are running other 

contact center applications. ICM can then base routing decisions on the results 

obtained from the query. Use the application gateway reports to report on such data 

as the number of query requests issued to a host system and the delay involved in 

making queries. Use the script queue report for script queue statictics.

WebView includes the following ICM application gateway, application path report, 

and script queue report templates. Click on the name of the report in the following 

table to see more detailed information about the data in that report, and how the 

data is derived from the ICM software's database.

IPCC and Standard ACD

historical table

Data on requests 
made by the 
application gateway to 
a host system.

IPCC and Standard ACD

real-time table

Current status of a 
single application 
path.

IPCC and Standard ACD

real-time table

Queue statistics for a 
script's Queue Node.