Cisco Cisco IP Contact Center Release 4.6.1 Technical References

Glossary

Half-hour statistics within the ICM database are updated at 30 minute intervals. The first such
interval for each day begins at 12:00 midnight and ends at 12:30 AM. The date and time at the
start of the 30 minute interval is saved with the data. This allows you to look back at previous
30 minute intervals.

During a 30 minute interval, statistics accumulate in real time tables (for example, Service Real
Time). At the end of the interval, the statistics are written to half-hour tables (for example,
Service Half Hour).

A call in which the caller hung up before being connected with an agent. If the caller hangs up
almost immediately, you might not want to count that as an abandoned call. When configuring
each peripheral, you can specify the minimum length of an abandoned call.

A script that the ICM software executes to perform background processing. For example, an
administrative script might set persistent variables or invoke an application gateway. Use the
Script Editor to create and modify administrative scripts.

A personal computer used to monitor the handling of calls in the ICM software. The Admin
Workstation can also be used to modify the system configuration or scripts.

The ability for ICM software to route a call or multichannel task to an agent depends on the
agent's routability and availability within the MRD of the call or task. WebView reports contain
fields indicating agents' availability in the MRD.

Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)