Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide
Understanding Similar Data Concepts in Unified CCE Child Call Type and Unified ICME Parent Service Database
Tables
Tables
This section describes the relationship between customer experience data available at the Unified
ICME parent and at the Unified CCE child. It discusses Services data concepts at the Unified
ICME parent and corresponding similar concepts at the Unified CCE child.
ICME parent and at the Unified CCE child. It discusses Services data concepts at the Unified
ICME parent and corresponding similar concepts at the Unified CCE child.
Note: "Similar concept" in this discussion means "closest in meaning"; it does not imply an
absolute match.
absolute match.
Due to the variety of reasons discussed in
, the data collected and presented in Service database
tables and Services WebView reports at the Unified ICME parent is expected to vary from data
collected and presented on Call Type database tables and Call Type reports on the Unified CCE
child. Although the two data sets are not expected to be an exact match, in some cases, the
customer can look at a specific data field in the Services table at the Unified ICME parent and
see a corresponding data field in Call Type table in the Unified CCE child that is similar in
meaning.
collected and presented on Call Type database tables and Call Type reports on the Unified CCE
child. Although the two data sets are not expected to be an exact match, in some cases, the
customer can look at a specific data field in the Services table at the Unified ICME parent and
see a corresponding data field in Call Type table in the Unified CCE child that is similar in
meaning.
Note:
•
Data fields that are not listed in these tables are either not mappable (that is, although they
might be populated on a parent system, they have no corresponding value on the child system)
or not available (that is, they are null or zero on the parent.)
might be populated on a parent system, they have no corresponding value on the child system)
or not available (that is, they are null or zero on the parent.)
•
There are no corresponding fields or tables in the child for the parent Service_File_Minute
table.
table.
•
When Unified SCCE is used as a child with Unified CVP, Unified SCCE cannot see the state
on calls queued to the child, and therefore cannot report on them. Any Service or Skill Group
statistics field that is related to calls queued on the ACD is not valid. For example,
SkillGroupRealTime.CallsQueuedNow are never populated. Any function that depends on
queue statistics to properly function cannot be used for the gateway peripheral. As an example:
Minimum Expected Delay is not accurate since it does not consider queue time on the Unified
CVP peripheral.
on calls queued to the child, and therefore cannot report on them. Any Service or Skill Group
statistics field that is related to calls queued on the ACD is not valid. For example,
SkillGroupRealTime.CallsQueuedNow are never populated. Any function that depends on
queue statistics to properly function cannot be used for the gateway peripheral. As an example:
Minimum Expected Delay is not accurate since it does not consider queue time on the Unified
CVP peripheral.
Table 9: Service_Half_Hour Data Mapping
Comments
Child: Call_Type_Half_Hour
Parent: Service_Half_Hour
See Note 2.
AnswerWaitTimeHalf
AnswerWaitTimeToHalf
Network queuing data is not
available at the child level.
available at the child level.
AvgRouterDelayQToHalf
AvgDelayQToHalf
CallsAnsweredToHalf
CallsAnsweredToHalf
CallsHandledHalf
CallsHandledToHalf
CallsOfferedHalf
CallsOfferedToHalf
See Note 1 and Note 2.
DelayQAbandTimeHalf
DelayQAbandTimeToHalf
HandleTimeHalf
HandleTimeToHalf
Cisco Contact Center Gateway Deployment Guide for Cisco Unified ICME/CCE/SCCE/CCX Enterprise Releases 7.5(1) and Express Release 7.0(1)
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Chapter 4: Understanding Reporting in a Contact Center Gateway Deployment
Understanding Reporting in the Unified ICME Parent and Unified CCE Child Deployment Model