Cisco Cisco Unified Contact Center Enterprise 9.0(2) ユーザーガイド

The number of agents currently in the Reserved state. An agent is in the Reserved state when 

awaiting an interflowed task and unavailable to receive any incoming tasks.

The state in which an agent is awaiting an interflowed task and is unavailable to receive any 

incoming tasks.

The time, in seconds, that agents in the skill group spent in the Reserved state during the interval 

(for the half-hour interval or over the past five minutes). 
An agent is in the Reserved state when awaiting an interflowed task and unavailable to receive 

any incoming tasks.

The number of calls of this type that the ICM software routed to the Busy target (since midnight).

The number of calls of this type that the ICM software routed to the Ring target (since midnight).

A Cisco process that provides cut-through access to Demand Commands on each attached Galaxy 

ACD.

If an agent is routable, the ICM will assign one or more tasks to the agent. An application 

instance cannot allow the agent to work on a task unless ICM assigns the task to the agent.

A value that a routing script returns. This value maps to a service and specific target at a 

peripheral. 
ICM converts the route to a label and sends the label to the routing client. The routing client then 

delivers the call to a specific trunk group and DNIS. The peripheral is responsible for recognizing 

the trunk group and DNIS and delivering the call to the appropriate target.
A translation route is a target at a peripheral that does not map to a specific service, skill group, 

or agent. When a call arrives with a trunk group and DNIS that map to a translation route, the 

Peripheral Gateway becomes involved in determining the final target for the call. 
When ICM software routes a call to a translation route, it sends a message to the PG. This 

message contains the ultimate target for the call as well as further instructions for the PG. For 

example, the PG might be instructed to coordinate with a host computer so that the caller's 

account number is displayed on the teleset of the agent who picks up the call. A routing client is 

an entity that sends routing requests to ICM software. 
A routing client typically corresponds to a subsystem within an interexchange carrier or to a 

peripheral (ACD, VRU, PBX) that is performing Post-Routing. You can report on many types of call 

statistics for routes, such as the number of calls in progress, calls in queue, or calls handled 

(either in real-time or over a specified period of time).