Cisco Cisco Unified Contact Center Enterprise 9.0(1) Nota De Lançamento

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Percentages for Each Node. The percentages for each connection from a node are
calculated by dividing the number of executions that passed though the connection
by the number of executions that entered the node. All connections coming from
each node add up to 100%.

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Percentages for Entire Script. The percentages for each connection are calculated by
dividing the number of executions that passed through that connection by the total
number of executions handled by the script.

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:

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

ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)