Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide
Comments
Child: Call_Type_Real_Time
Parent: Service_Real_Time
See Note 1 and
Note 2.
Note 2.
DelayQAbandTimeTo5
DelayQAbandTimeTo5
HandleTimeHalf
HandleTimeHalf
HandleTimeTo5
HandleTimeTo5
HandleTimeToday
HandleTimeToday
HoldTimeHalf
HoldTimeHalf
HoldTimeTo5
HoldTimeTo5
HoldTimeToday
HoldTimeToday
CallsRONAHalf
RedirectNoAnsCallsHalf
CallsRONATo5
RedirectNoAnsCallsTo5
CallsRONAToday
RedirectNoAnsCallsToday
TalkTimeHalf
TalkTimeHalf
TalkTimeTo5
TalkTimeTo5
TalkTimeToday
TalkTimeToday
Note 1: Any condition on the child causing the call to terminate while in queue is documented
in this field in the database schema. (The child Call Type reports have more granularity with
regard to "error" calls, etc.)
in this field in the database schema. (The child Call Type reports have more granularity with
regard to "error" calls, etc.)
Note 2: When Unified SCCE is used as a child with Unified CVP, this field does not reflect
time in queue at the child.
time in queue at the child.
About Service Levels on the Unified CCE Child and Unified ICME Parent
The service level data collected and presented in reports on the Unified CCE child system differs
from service level data in reports on the Unified ICME parent. This happens because:
from service level data in reports on the Unified ICME parent. This happens because:
•
At the Unified CCE child, service level data is collected and presented in Call Type and Skill
Group database tables and reports.
Group database tables and reports.
Note: For a detailed discussion about service level data, see the IPCC Enterprise Reporting
Guide.
Guide.
•
In a Unified ICME parent, service level data is only collected and reported in Service database
tables and reports.
tables and reports.
Note: For information about the available Unified ICME Service reports, see the WebView
online help.
online help.
In addition to these differences, in a Unified CCE child, you can also use scripting to change
call types in order to capture certain statistics. In such scripts, when a call changes call types,
the old call type Service Level timer stops and the Service Level timer associated with the new
call type starts. However, the Service Level timer for Services on the Unified ICME parent is
not stopped and reset.
call types in order to capture certain statistics. In such scripts, when a call changes call types,
the old call type Service Level timer stops and the Service Level timer associated with the new
call type starts. However, the Service Level timer for Services on the Unified ICME parent is
not stopped and reset.
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