Cisco Cisco IPCC Web Option User Guide

Figure 4: Real-time Data Moved to Local Database

Note: This refresh rate applies only to real-time reporting with WebView, which is not the same
mechanism used on the CTI agent desktop.

Real-time data is stored in several increments, as described in the following table.

"Half" values contain a value for the current half-hour. The current half-hour is defined as the time
period falling between xx:00:00 and xx:29:59, or xx:30:00 and xx:59:59.

Half

For example, if it is currently xx:18:33, the CallsOfferedHalf real-time element contains a value that
reflects the first 18 minutes and 33 seconds of the specific half-hour. When a new half-hour begins,
at time (xx:00:00 or xx:30:00), the database element is reset to zero.

In the real-time tables, "Now" values contain a snapshot of activity at a particular instant.

Now

For example, ICM/IPCC software tracks CallsQNow, which is the number of calls currently in queue
for a service or route. When a call is answered, the CallsQNow count is reduced immediately by one
(-1) because the call has left the queue. This change is seen at the next real-time update of the
WebView report screen.

The "To5" values track data on a rolling five-minute basis. The rolling five-minute data employs a
"sliding" five-minute window. The To5 data is updated every three seconds. When the oldest

To5

three-second interval expires, a new three-second interval is added. In this manner, the window is
always placed on the current five-minute interval.

To arrive at values for today, ICM/IPCC software adds the values at the end of each half-hour interval
since midnight. It also counts the values for the current half-hour. At the end of each half-hour, half

Today

hour data (for example CallsOfferedHalf) is summed into the Today data. At midnight, the real-time
Today count is cleared in the database. Midnight is defined using the time of the peripheral.

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)