Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide

and Agent State Summary Reports) provided
in the Unified CCX Historical Reporting Client.

Use CSQ Reports (such as Common CSQ
Activity Report, Contact Service Queue

"ICM Templates" in Skill
Group WebView Report

Measuring
performance of

Activity Report, CSQ Call Distribution

category at Unified ICME
parent.

agents with
similar skills

Summary Report, Contact Service Queue
Activity Report, and CSQ Agent Summary
Report) to measure queue statistics, call counts,
and durations associated with each CSQ.

Use Application Reports (such as Application
Performance Analysis, Application Summary

Primarily use "ICM
Templates" in Services

Measuring
customer
experience

Analysis, and Called Number Summary

WebView Report category
at Unified ICME parent.

Analysis) to measure Application performance
through call counts and durations.

Note: Use Unified CCX reports for local ACD reporting and use Unified ICME reports for
enterprise-wide reporting. For additional discussion on reporting at the Unified ICME parent,
see "Using Unified ICME Reporting to Manage Agents and Measure Customer Experience".
For details about all of the Unified CCX reports, see the Cisco Unified Contact Center Express
Historical Reports User Guide.

Understanding Similar Data Concepts in Unified CCX Child and Unified ICME Parent Database Tables

This section describes the relationship between customer experience data available at the Unified
ICME parent and the Unified CCX child. It discusses data concepts at the Unified ICME parent
and corresponding similar concepts at the Unified CCX child.

Note: "Similar concept" in this discussion means "closest in meaning"; it does not imply an
absolute match.

Unified CCX-related data appearing in Unified ICME parent database tables and WebView
reports is not identical to the data appearing in the Unified CCX child database and Historical
Client Reports. This occurs for a variety of reasons, the most significant of which is the different
methods Unified CCX and Unified ICME use to store and calculate data:

Data presented in WebView Reports is stored
in half hour summary database tables.

Data presented in Historical Reports is stored
in a detailed record database.

Data presented in Unified ICME parent reports
is already aggregated in half hour tables in the
database.

Data presented in Unified CCX reports is
aggregated and calculated from detailed records
when the report is generated.

Note: For a complete discussion of the key reasons behind the different reporting data, see

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