Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador
Glossary
GL-4
ICM WebView Help
average talk time
The average time that agents in a skill group were in the Talking and Active states during an
interval.
average wrap-up time
The average time that agents were in the Work Not Ready and Work Ready states during an
interval. Wrap-up work is task-related work performed by an agent after the task is over.
B
base skill group
A skill group to which no sub-skill groups have been assigned.
business entity
A subset of the ICM software enterprise that contains its own scripts, enterprise services,
enterprise skill groups, IPCC agent groups, and schedules.
For example, a business entity could represent a division within a large corporation or a single
For example, a business entity could represent a division within a large corporation or a single
customer within a service bureau. By default, the ICM software enterprise consists of only one
business entity. If you enable partitioning, you can define multiple business entities.
Busy Other state
The state in which agents of one skill group are busy in other skill groups (that is, in skill groups
other than the one presently being examined).
For example, an agent might be talking on an inbound call in one skill group while simultaneously
For example, an agent might be talking on an inbound call in one skill group while simultaneously
logged on to and ready to accept calls from other skill groups. The agent can be active (talking on
or handling calls) in only one skill group at a time. Therefore, while active in one skill group, the
agent is considered by the other skill groups to be in the Busy Other state.
Busy Other time
The percentage of time that agents in the skill group are spending in the Busy Other state. The
Busy Other state is the state in which agents in the skill group are busy in other skill groups (that
is, in skill groups other than the one presently being examined).
by peripheral agent report templates
The By Peripheral sub-category provides templates that report on agents by the peripheral to
which they are assigned. These templates are useful if you need to report on agents within a
single call center who all use the same peripheral or small group of peripherals.
by skill group agent report templates
The By Skill Group sub-category provides templates that report on agents assigned to particular
skill groups.
by team agent report templates
The By Team sub-category provides templates that report on agents assigned to particular
teams.