User Guide

DescriptionHistorical or
Real-Time
Template Name
Bar graph of time (in seconds) for delays in queue, longest
call in queue, and ASA over last 5 minutes.
Rroutes01: Route Queue Delay Status
Real Time
Bar graph showing the number of calls in progress versus
the number of calls in queue.
Rroutes02: Route Status Real Time
Table of calls offered, handled, abandoned, and the effect of
abandoned calls on service levels.
Rroutes03: Effect of Abandoned Tasks
on Route Service Levels Real Time
Table of call counts and service levels (since end of last
5-minute and half-hour intervals, and since midnight).
Rroutes04: Route Tasks Trend Analysis
Real Time
Pie chart of the distribution (percentage) of calls offered to
routes (since end of the last half-hour interval).
Rroutes05: Route Tasks Offered Over
Half Hour
Bar graph of service levels since the end of the last 5-minute
and half-hour intervals, and since midnight.
Rroutes06: Route Service Levels Real
Time
Table that shows call counts, queue status, and service levels
in real-time and for the last 5 minutes.
Rroutes07: Route Tasks, Averages and
Service Levels Real Time
Table showing all fields available from the Route_Real_Time
table.
Rroutes08: Route Real Time All Fields
Table of call count daily totals, queue delay time daily totals,
and service level daily averages.
Hroutes11: Tasks Analysis of Routes
Daily
Table of call count and queue delay time half-hour totals,
and service level half-hour totals.
Hroutes12: Tasks Analysis of Routes
Half Hour
Table showing all fields available from the Route_Half_Hour
table.
Hroutes13: Route Historical All Fields
Routing Client Templates
A routing client is an entity that sends routing requests to the Unified ICM system. Routing
clients typically correspond to a subsystem within the interexchange carrier (IXC) or to a
peripheral (ACD or PBX) that is performing Post-Routing.
Use the routing client reports to report on statistics for the different routing clients defined in
your ICM system, such as the maximum delay of route responses to the routing client for a
specified interval.
DescriptionHistorical or
Real-Time
Template Name
Table report that shows routing client requests/responses for
the current five-minute interval.
Hrtecli11: Routing Client Performance
Routing Client Historical All Fields ReportHrtecli12: Routing Client Historical All
Fields
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
174
List of All Unified ICM Report Templates
Routing Client Templates