Cisco Systems ICM Software Version 4.5 Uživatelský manuál Strana 313
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- Tabulka s obsahem
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Hodnocené. / 5. Na základě hodnocení zákazníků
Glossary 313
Glossary
SCP. See Service Control Point.
Script
A defined procedure that the ICR can execute. The ICR supports two
types of scripts: routing scripts to determine where to route a call and
administrative scripts that perform background processing. A script
consists of executable nodes, connections, routing targets, and
comments.
Script Editor
A tool that lets you create, modify, view, or monitor routing scripts and
administrative scripts. A routing script is a defined procedure that is
executed by the ICR to determine how a call is routed. An administrative
script is a defined procedure that is executed as specific times to perform
background processing.
Security classes. See Classes.
Service
A particular type of processing that the caller requires. For example, in a
software company’s call center, a caller might have a question about
installing software. This caller would be directed to the Technical
Support service. A service is associated with a peripheral (and is
therefore sometimes called a peripheral service). See also Enterprise
service.
Service array
A collection of service which might be associated with different VRUs,
but are all associated with the same Peripheral Gateway (PG). You can
route calls to a service array and let the PG choose among the member
services.
Service Control Point (SCP)
A node (computer) in the IXC signaling network. The ICR connects to
an SCP within the IXC’s network.
Service level
The percentage of incoming calls that are answered within a specified
threshold. Several slightly different calculations can be used for the
service level; specifically, abandoned calls can be accounted in different
ways. The ICR keeps track of two different service levels: the
peripheral service level is the service level as calculated by the
peripheral; the ICR service level is the service level as calculated by the
ICR.
Service level event
A service level event for a call occurs when the service level time
expires while the call is in queue or the call is either answered or
abandoned before the service level time expires. When performing
- Cisco ICM Software 1
- Supervisor Guide 1
- Contents 3
- Contents v 5
- Contents vii 7
- Contents ix 9
- Contents xi 11
- Audience 13
- Organization 13
- Typographic Conventions 14
- Other Publications 15
- 1. Overview 17
- 1. Overview 19
- Intelligent Call 20
- gathers enterprise call and 21
- 1.1.8. Network ICR 23
- Enterprise Skill Groups 26
- Peripheral Skill Groups 26
- 1.2.4. Service Arrays 28
- 1.2.5. Routes 29
- 34 Overview 34
- 36 Overview 36
- 2. The Admin Workstation 37
- EOTEL Admin Workstation 38
- 2. Admin Workstation 39
- 2.2.3. Monitor-Only AW 40
- 2.3. Monitor ICR Reporting 41
- 2.4.2. Analyzing the Data 45
- 2.5. Web View 47
- 48 The Admin Workstation 48
- 3. Creating a Report 49
- 3.1. The Report Example 50
- 3. Creating a Report 51
- 3.2. Starting Monitor ICR 52
- TRL key as you click 54
- 3.4. Launching the Report 56
- 3.6. Printing the Report 59
- 3.7. Saving the Report 59
- 3.8. Opening the Report 61
- 3.9. Setting Thresholds 61
- AB. (In the real-time 62
- 3.10. Adding Drill-Downs 64
- 3.11. Saving Your Workspace 67
- 4. Reporting Basics 69
- 4.2. Starting Monitor ICR 71
- 4.2.1. Toolbar Options 72
- 4.2.2. On-Line Help 73
- Press F1 74
- 4.2.3. Controller Time 74
- Date and Time 76
- Items 76
- Templates 76
- Category and Scope 76
- 4.3.2. Date and Time 80
- 4.3.3. Items 83
- 4.3.4. Templates 84
- 4.3.5. Launching Templates 85
- 4.4. Working with Reports 86
- 4.4.3. Shuffle Mode 90
- 4.6. Printer Setup 94
- 4.7. Printing Reports 96
- 4.8. Opening Saved Reports 96
- 4.9. File Association 97
- 4.10. Saving Your Workspace 98
- 4.13. Exporting Report Data 101
- 4. Reporting Basics 103
- 4.15. User Information 105
- 5. Setting Thresholds and 107
- Drill-Downs 107
- +). The report window is 108
- 5. Setting Thresholds 109
- 5.2.1. Drill-Down Hierarchy 110
- 5.2.2. Adding Drill-Downs 111
- 5.2.4. Invoking Drill-Downs 113
- See also: 115
- 6. Scheduling Reports 117
- 6.1. ICR Job Scheduler 118
- 6. Scheduling Reports 119
- 7. Available Data 125
- 7.1. Skill Group Data 126
- 7.2. Agent Data 128
- 7. Available Data 129
- 138 Available Data 138
- 140 Available Data 140
- 7.4. Service Data 141
- 7.5. Enterprise Data 145
- 7.6. Trunk Group Data 146
- 7.8. Service Array Data 147
- 7.9. Route Data 148
- 7.10. Peripheral Data 149
- 7.12. Call Type Data 151
- 7.13. Routing Client Data 151
- 7.14. Schedule Import Data 152
- 8. Template Reference 153
- See also: 154
- 8. Template Reference 155
- EOTEL Intelligent 216
- 288 Template Reference 288
- Glossary 289
- EOTEL•Agent Reporting 290
- ALT+SPACEBAR 295
- ALT+HYPHEN 295
- EOTEL•Enterprise Agent 298
- —Symbols— 319
- —Numbers— 319
- 320 Index 320
- Index 321 321
- 322 Index 322
- Index 323 323
- 324 Index 324
- Index 325 325
- 326 Index 326
- Index 327 327
- 328 Index 328
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