Cisco Cisco IPCC Web Option User Guide

How to View Real-time Data

In viewing the number of contacts that pass through each branch of the script, you can also view
real-time data about activity at the contact centers, including statistics for each skill group,
service, call type, or scheduled target referenced in the script.

For specific information about the real-time data, see the descriptions of the Service_Real_Time
and Skill_Group_Real_Time tables in the Cisco ICM Software Database Schema Handbook.

To view real-time service or skill group data:

1. While in Monitor mode in Script Editor, select Script > Display Real-Time Data. The

Real-Time Data window opens.

By default, the Real-Time Data window displays data about the Services referenced in the
current script. (Scroll to the right to see additional columns.) The values in the screen are
updated continuously as new real-time data arrives at the Admin Workstation.

2. To display information about skill groups or scheduled targets, rather than services, change

the value in the field in the upper-left corner of the Real-Time Data window. The window
contents automatically change to show skill group data.

3. When finished, click Close.

How to Change the Real-time Data Configuration

To change the Real-time Data Configuration:

1. Click Configure in the Real-Time Data window or select Script > Configure Real-Time

Data. The Configure Real-Time Data dialog box opens.

Use this dialog box to add new columns, remove existing columns, reorder the columns,
or change the column labels.

2. Select a Routing target type (Service, Scheduled Target, or Skill groups). This updates the

other fields:

–

The Real-Time Columns list contains all the real-time columns available in the
database for the target type.

–

The Routing Target Columns list contains the columns to be displayed in the
Real-Time Data window.

–

If you select a column in the Routing Target Columns list, the heading for that column
appears in the Column Header field.

3. Use the Add and Remove buttons to move columns between the lists. Use the Move buttons

to change the order of the selected columns. (To change back to the default column order,
click Default Columns.)

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