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Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador

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Glossary
GL-26
ICM WebView Help
status 
The current failure state of the peripheral. 0 = normal operation, 1 - 31 = failures that do not 
affect functionality, 32 - 63 = degraded operation (call routing still possible), and 64 - 27 = 
failures that prevent call routing
sub-skill group 
A base skill group may be configured to contain sub-skill groups. Sub-skill groups can be used in 
routing scripts to indicate an agent's level of proficiency in the skill group.
system time 
The time as used consistently throughout an ICM software system. Although parts of the ICM 
software system can be in different time zones, they all use the same system time which is 
typically the local time for Side A of the ICM Central Controller.
T
Talking state
The state of an agent who is talking on the phone. The agent can be talking on an inbound call, 
talking on an outbound call, or talking on an internal call, a call that is neither inbound nor 
outbound. The time agent spends in each of these types of calls is tracked individually.
Talking (normalized) 
The percentage of the time that all agents were in the Talking In, Talking Out, or Talking Other 
states during the interval. This value is measured against the total time that all agents were 
logged on during the interval.
Talking In 
The state in which an agent is talking on an inbound call. The ICM software tracks the number of 
agents in the Talking In state and the time agents spend in this state.
Talking Other 
The state in which an agent is talking on an internal call (neither inbound nor outbound). The ICM 
software tracks the number of agents in the Talking Other state and the time that agents spend in 
this state.
Talking Out 
The state in which an agent is talking on an outbound call. The ICM software tracks the number of 
agents in the Talking Out state and the time agents spend in this state.
Talking time 
The sum of Talking In time, Talking Out time, and Talking Other time for agents during an 
interval.
task 
A task is a work item (for example, a call, an e-mail, or a text chat) that an application has 
requested ICM software to route and that can be assigned to an agent.