Cisco Cisco IP Contact Center Release 4.6.1 Installationsanleitung

The tables in this section provide a discussion on key data fields in a Unified CCX child’s
Historical reports and similar concepts in a Unified ICME parent’s database Half Hour tables.
For each of the data fields discussed, a brief explanation is also provided as to the reasons that
contribute to the differences between the two concepts. However, the following reasons apply
to many or all of the data fields discussed in the table:

1. Timing Differences. There's a fundamental difference in when Unified CCX and Unified

ICME increment values. Unified CCX increments counts for the interval in which the call
started, not when an event occurred; Unified ICME increments counts for the interval in
which the event occurred.

This difference affects all reports with call event data (including completed call statistics)
which on Unified CCX includes CSQ, Application, and Agent reports.

Note: This timing issue is applicable to all data passed from Unified CCX to Unified
ICME.

2. Additional Calculations Needed. Many Unified CCX report data need some sort of

derivation to match corresponding Unified ICME report data (due to differences in
definitions and values included on reports). For example, Average Hold Time for Unified
CCX is calculated for incoming calls, only, while Average Hold Time on Unified ICME
is calculated on incoming and outgoing calls. As the Unified ICME does not display
inbound and outbound hold time separately on a report, you cannot simply visually compare
the reports from the two systems.

Note: Additional Calculations Needed is applicable to values where information is only
available by calculating data from different fields and/or tables in the Unified ICME
database.

3. Difference in Service Level Concept Implementation. Service Level for Unified ICME

is calculated for Services, not Skill Groups. Service Level in Unified CCX is calculated
for CSQs (which correspond to Unified ICME Skill Groups), not Applications (which
correspond to Unified ICME Services). Since values are not being calculated on equivalent
objects, a Unified CCX Service Level report is not comparable to a Unified ICME Service
Level report .

Note: The above does not mean that Service Level is calculated and available for the
Services auto-configured in a Unified ICME Parent/Unified CCX Child deployment model.
This is not the case. It is not possible to define Service Levels for Services auto-configured
in a Unified ICME Parent/Unified CCX Child environment. Instead, an option is to have
all calls translation-routed to the Child and use CallType reports on the Parent to access
Service Level information at the Enterprise level.

4. Time in Reason Code. One Unified CCX agent report shows time in reason code 0-9 on

separate lines. Unified CCX reports display up to eight Not Ready reason codes in separate
columns. The other reason codes are displayed as a lump sum. (By default, these eight
reason codes are the first eight in numeric order. You can also pick and choose what are
the eight reason codes that they want to see in detail, by going to the Detail tab of the
historical reporting client viewer). Unified ICME has reason code on its summary report
but only last reason code received not time in separate reason code buckets.

Cisco Contact Center Gateway Deployment Guide for Cisco Unified ICME/CCE/SCCE/CCX Enterprise Releases 7.5(1) and Express Release 7.0(1)