Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide

For example, if a half-hour report were run on the Unified CCX child system for time period
8:00 to 8:30, then no counts for the example call would be included in that report. This is
caused by the Unified CCX database updating only after the call completes; therefore, no
call events are written to the Unified CCX database yet. Also note that when the call completes,
all counts are updated for the time period in which the call starts, regardless of when the call
completes. This results in report values that differ from the previously run report even though
the report was generated for the same time period.

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Different methods of measuring and storing data. For example, Unified CCX stores
conference calls data as one call segment, although individual agents’ time is stored in a
separate table (ACDR), and Unified ICME stores as separate call segments so work time for
each agent can be stored.

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Different Reason Code processing. One Unified CCX agent report shows eight separate
reason code slots on separate lines, The numbers on the reports are place holders and the
actual reason codes being used are dynamically extracted from the database. Unified ICME
includes a reason code on its summary report. However, this is only the last reason code
received, not the time in separate reason code buckets.

Note: For information on interpreting the data on the Enterprise (parent) level, see Reporting
Guide for Cisco Unified Contact Center Enterprise. For information about reporting on the
Unified CCX child, see Cisco Unified Contact Center Express Historical Reports User Guide,
Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide,
and Cisco Unified Contact Center Express Database Schema.

Agent States on the Unified CCX Child and the Unified ICME Parent

The Unified CCX child passes agent state information to the Unified ICME parent for use in
the Agent_State_Trace table, only. (This is in contrast the Unified ICME parent, which uses
agent state information in several tables.) This table tracks detail on historical agent-state changes.

Note: The Agent State Trace data is not turned on by default; use the ICM Configuration
Manager to turn on this option. Enable the Agent State Trace option can have a negative effect
on your system, as it causes the generation of a large amount of historical data. Only enable this
option for a small subset of your agents and only for a limited amount of time.

Unified CCX does not have as many agent state options available as Unified ICME. In addition,
some similarly named agent states do not have the same definition on both the child and parent
systems.

The following table describes agent states available in Unified ICME and Unified CCX.

Unified ICME and Unified CCX: 0

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