Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide

Understanding Reporting in the Unified ICME Parent and Unified CCX Child Deployment Model

This section provides information to help you understand the differences between the two levels
of reporting in Contact Center Gateway deployments:

•

Reporting on the Enterprise level (Unified ICME parent).

•

Reporting on the ACD level (Unified CCX child).

The presence of an IPCC Express Gateway PG does not affect the reports on the ACD level;
you would run Unified CCX reports to monitor the state of the ACD (child) system.

However, to get enterprise-level reporting across Unified CCX children (ACDs) you need to
run Unified ICME reports at the Unified ICME parent.

Note: The data that the child system feeds to the parent through an IPCC Express Gateway PG
does not always correlate on both systems; this affects the reports on the Enterprise level.

The following table provides a brief outline of the reporting options on the parent and child
system for the IPCC Express Gateway deployment model.

Each Unified CCX child has
its own reporting components

The Unified ICME parent has
its own reporting components

Unified ICME parent / Unified
CCX child. It is possible to

(Historical Reports database,

(HDS/AW/WebView). As with

have more than one child;

Historical Reporting Client).

Unified ICME with TDM

Unified ICME treats each child

Use Historical Reports in the

ACDs, use "ICM Template"

as a separate ACD. However,

Historical Reporting Client
for local ACD reporting.

WebView reports on the Unified
ICME parent WebView for
enterprise-wide reporting.

each Unified CCX child can
have only one Unified ICME
instance.

Using Unified CCX and Unified ICME Reports

The following table provides some examples of when to use Unified CCX Reports and when
to use Unified ICME Reports to manage call center operations when using the IPCC Express
Gateway deployment model.

Use Agent Reports (such as Agent Call
Summary, Agent Summary Report, Agent

"ICM Templates" in Agent
WebView Report Category
at the Unified ICME parent.

Managing agent
performance

Detail, Agent Login Logout Detail, Agent Not
Ready Reason Code, Agent State Detail Report,

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