Release Note

GL-15
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
Glossary
Service
A program, routine, or process that performs a specific system function to support other programs,
particularly at a low (close to the hardware) level. In Cisco Unified CCX, you can have a master service
and a standby service.
Serviceability
Enables remote network management support for the Cisco Unified CCX system. Serviceability enables
this support through CiscoWorks and through any other third-party network management system (NMS)
that uses standard protocols.
Session (historical reporting)
Historical reporting seats are also called historical reporting sessions. Historical reporting sessions
(seats) refer to the number of historical reporting clients that can be started at the same time on different
client machines.
Session (script)
An object that stores information about a caller as they move through a script
Simple Network Management Protocol
See SNMP.
Skill
Designated competency of an agent in a given area. Enables agents to handle calls associated with their
expertise.
Skill Based Routing
The routing of calls to agents with designated skills.
Snapshot Agent
Generates a snapshot or image of the current database data.