Cisco Cisco Unified Contact Center Enterprise 9.0(2) Installation Guide

Note: For a detailed discussion about service level data, see the IPCC Enterprise Reporting
Guide.

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In a Unified ICME parent, service level data is only collected and reported in Service database
tables and reports.

Note: For information about the available Unified ICME Service reports, see the WebView
online help.

In addition to these differences, in a Unified CCEchild, 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.

Note: Due to this timing issue, you should not compare ServiceLevel field values in
Call_Type_Half_Hour/Real_Type tables on the Unified CCE child with the ServiceLevel field
values in Service_Half_Hour/Real_Time tables at the Unified ICME parent.

Differences between Unified ICME Parent and Unified CCE Child Reporting

Due to a variety of reasons, data collected and presented on WebView Reports to measure
customer experience and manage agent performance at the Unified ICME parent is expected to
be different from data collected and presented at the Unified CCE child WebView reports.

Here are some of the reasons that could cause these variations:

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Differences due to transmission delays. All times computed on the parent, such as various
state transitions, are based upon event arrival time in the parent, not their actual event
occurrence on the child. Due to such network transmission delays, variations are expected
between reporting data seen on WebView Reports at the Unified ICME parent and the Unified
CCE child.

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Differences in supported concepts at the Unified ICME parent and Unified CCE child.
Differences in supported concepts can cause variations in the data available to measure agent
performance and customer experience between the parent and the child systems.

Since certain concepts are only supported at the Unified ICME parent or the Unified CCE
child, certain agent performance and customer experience statistics might only be available
at the Unified ICME parent or at the Unified CCE child. For example, Skill Group Service
Levels are supported in the Unified CCE child but not the Unified ICME parent. Similarly
Abandon Answer Distribution Call Type reports are available at the Unified CCE child and
not at the Unified ICME parent.

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Differences in implementation of similar concepts in the parent and child. For example,
in order to measure the Service Level experienced by incoming callers, WebView users at
the Unified ICME parent would use Service Level statistics on Service Reports while
WebView users at the Unified CCE child would use Service Level statistics on Call Type
Reports.

Cisco IPCC Gateway Deployment Guide for Unified ICME, Unified CCE, and Unified CCX, Enterprise Releases 7.2(1) and Express Release 5.0(1)