Cisco Cisco IP Contact Center Release 4.6.1 Guida Utente

A task sent to an ACD switch for routing.

The state of an agent who is doing a task on a non-voice media routing domain.

A personal computer that monitors how the ICM system handles calls. The Admin Workstation 

can also be used to modify the system configuration of scripts.

he number, or percentage, of agents performing after-call work. Agents performingafter-call work 

are either in the Work Ready or Work Not Ready state.After-call work includes post-call activities, 

such as completing paperwork or consulting with associates.

Any person who handles customer contact. Each agent is associated with a peripheral (ACD or 

PBX and can be a member of one or more skill groups. You can report on individual agents, 

enterprise agent groups, and agent teams. Agents can also be organized into enterprise agent 

groups and agent teams.

The total number of outgoing calls made by agents during an interval.

A group of related agents associated with a single peripheral. An agent team might include 

agents at the contact center and agents who work at home. Members of an agent team can also 

be members of one or more skill groups.

The state of a trunk group when all trunks are simultaneously in use. In this state, the trunk 

group cannot accept any new inbound calls or place any new outbound calls. The ICM software 

tracks the amount of time during which all trunks in a trunk group are busy during the current 

half-hour interval.

The sum of the time that all incoming calls to a route or service waited before being answered 

during the current interval. This sum includes delay time, queue time, and ring time. For 

non-voice tasks, answer wait time is the number of seconds that elapsed between the time that 

the Router received a NEW_TASK message for the task and the time that the Agent PG received a 

Start Task message for the task. This sums delay time, queue time, network time and offer time.

A server process that operates between the Peripheral Gateway and the Aspect CallCenter ACD. 

The Application Bridge Server monitors disconnect and transfer messages between the Peripheral 

Gateway and applications running on the Aspect CallCenter Application Bridge.