Cisco Cisco Administrative Workstation User Guide

Services in the Unified ICM System are
configured to map to an application on the
peripheral that provides the service. For

example, a Service on Unified ICM might map
to an Application on Aspect or to a VDN on
Avaya.

Each Service has one or more member skill
groups whose agents are able to provide the
service. These skill groups are Service
Members. A skill group can be a member of
more than one service.

Services serve as a reporting entity to report
on the applications on the ACD.

An Enterprise Service is a configured entity
that serves to group a collection of Services
on different peripherals. Configuring them
allows you to report on applications across all
ACDs, thus providing an enterprise view.

Service levels help you to set and measure
goals for answering calls. Service Levels are

configurable; that is you can define them in
different ways, depending on the kind of
information you want them to provide.

A short call is a call that is either abandoned
very quickly or answered and terminated very

quickly. By defining what you believe to be
a short call, you can filter out from reporting

metrics those calls that did not stay in the
system long enough to be considered as
abandoned or answered.

A skill group is a collection of agents at a
single contact center who share a common set

Skill Groups and Enterprise
Skill Groups

of competencies and can handle the same
types of requests.

An Enterprise Skill Group is a configured
entity that serves to group a collection of skill
groups on different peripherals. Configuring
them allows you to report on skill groups
across all ACDs, thus providing an enterprise
view.

Translation routing is a Unified ICM routing
concept used when a call is sent and tracked

from one termination point (Network or PG)
to another.

Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)