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

types. For example, if you configure a separate call type for Redirection on No Answer calls, you
might want to queue to the same skill groups to which the call was queued initially.

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The call type is requalified in the routing script before the call is offered to an agent via the LAA
and/ or Queue node to avoid extraneous offered and overflow out information.

However, even if you configure your scripts using the 1:1 call type to skill group correlation and change
the call type when appropriate, you will still notice some reporting discrepancies for the number of tasks
offered and the manner in which hold time for consult calls is reported.

The number of tasks offered to the call type and skill group will not match because call type tasks offered
is incremented for each task routed using that call type, but skill group tasks offered is only incremented
when the task is offered to an agent in that skill group.

The call type and skill group hold time and talk time might not balance for agents who are in hold state
in a consult calls. This is reported as hold time for the call type and talk time for the skill group because
the state of the consult call is hold, but the agent not on hold is in talking state as he or she is talking to
the customer on the other line.

Counts that would typically match up for a day, such as CallsOffered and CallsHandled, might not always
match up over specific half-hour intervals. This is because the counts for some data elements might be
increased across half-hour boundaries. Consider this example, at 8:55 a call comes into the contact center
and is answered by an agent. The agent completes the call at 9:05. In the historical database, the call is
counted as offered in the 8:30:00 to 8:59:59 interval. The call is also counted as handled in the 9:00:00
to 9:29:59 interval. Therefore, if you run a report for the 9:00:00 to 9:29:59 interval, you will see in
reports that tasks handled does not equal tasks offered for the interval.

You also might notice that tasks offered does not equal task abandoned + tasks handled for a half-hour
interval. Tasks offered reflects the number of calls and tasks that were offered to agents in this interval,
while tasks handled and tasks abandoned might include calls that were offered in the last interval and
completed in this interval. Some historical report templates group statistics into "Completed Tasks", to
indicate that the statistics represent all calls and tasks that completed in this half hour interval.

In general, half-hour boundary issues are reduced if you run daily reports. However, if your contact center
runs 24 hours a day, you might still notice half-hour discrepancies for the 11:30:00 to 11:59:59 and
12:00:00 to 12:29:59 intervals.

WebView reporting provides data on task and agent activity for multichannel options, including
Collaboration Server and E-Mail Manager, if they are deployed in your IPCC Enterprise system. To
interpret report data correctly, you should have a good understanding of how Media Routing Domains
and Media Classes are used, how agent availability and routability is determined, and differences in report
data between voice tasks and non voice tasks.

ICM software uses Media Routing Domains (MRDs) to organize how requests for different media are
routed. A MRD is a collection of skill groups and services that are associated with a common media,
such as voice, chat, email, or Blended Collaboration which blends voice and Web collaboration. ICM