Cisco Cisco IP Contact Center Release 4.6.1 User Guide

Monitoring Scripts

After you save a routing or administrative script, you can observe how it runs. Watching routing
requests moving through a script in real-time helps ensure that the routing script is operating
as expected.

When you monitor a script, that is, view the script in Monitor mode, labels appear on each
connection in the script.

Monitor Labels

Most monitor labels display the raw number and percentage of route requests that have passed
through the connection since the start of the monitoring period.

Each target set also lists the number and percentage of calls routed to each of the targets in that
set. Each statistic is updated automatically as new real-time data become available about every
15 seconds.

When you edit a script, position nodes so that there is enough space for the monitor labels to
display. (Because you cannot make any changes to a script while in Monitor mode, you cannot
rearrange the nodes at that time, unless you have enabled Quick Edit from Monitor Mode as
described below.) Use the Script > Display Monitor Labels command while in edit mode to
display blank monitor labels on each connection of the script.

Enabling Quick Edit from Monitor Mode

To enable Quick Edit from Monitor Mode:

•

From the Options menu, select Preferences.

•

Check Allow quick edit from monitor mode.

•

Click OK.

You can now perform quick edits when monitoring a script.

Modified Monitor Labels

The monitor labels have been modified for the following seven nodes.

•

Wait

•

Queue

•

Translation Route to VRU

Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)