Cisco Cisco IPCC Web Option User Guide
Half-hour Boundary Issues for Reporting Data
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.
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.
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.
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.
Reporting in a Multichannel Environment
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 have a good understanding of how Media Routing Domains
and Media Classes are used, how agent availability and routing ability are determined, and
differences in report data between voice tasks and non voice tasks.
Collaboration Server and E-Mail Manager, if they are deployed in your IPCC Enterprise system.
To interpret report data correctly, you have a good understanding of how Media Routing Domains
and Media Classes are used, how agent availability and routing ability are determined, and
differences in report data between voice tasks and non voice tasks.
Media Routing Domains
ICM/IPCC 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, e-mail, or blended collaboration which blends voice and
Web collaboration. ICM/IPCC software uses the MRD to route a task to an agent who is
associated with a skill group and a particular medium. When configuring your IPCC Enterprise
system, you first configure MRDs on ICM/IPCC software and then enable the appropriate MRDs
on the Collaboration Server and E-Mail Manager applications. MRDs have unique IDs across
the enterprise. Each skill group is assigned to a Media Routing Domain.
media are routed. A MRD is a collection of skill groups and services that are associated with a
common media, such as voice, chat, e-mail, or blended collaboration which blends voice and
Web collaboration. ICM/IPCC software uses the MRD to route a task to an agent who is
associated with a skill group and a particular medium. When configuring your IPCC Enterprise
system, you first configure MRDs on ICM/IPCC software and then enable the appropriate MRDs
on the Collaboration Server and E-Mail Manager applications. MRDs have unique IDs across
the enterprise. Each skill group is assigned to a Media Routing Domain.
Note: Multimedia integration is not supported for ARI.
The Voice MRD is created by default for all deployments. In System IPCC deployments, MRDs
for all media are configured by default.
for all media are configured by default.
Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)
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Chapter 2: Understanding Cisco IPCC Reporting Architecture
Reporting in a Multichannel Environment