Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide
selected by the ACD at the ACD service. The ACD service retains and tracks all the queuing
and agent information.
and agent information.
While legacy ACD systems track statistics using the ACD service, IPCC Enterprise systems
disperse statistics among several components, including
disperse statistics among several components, including
•
Call type. These statistics are gathered by the ICM/IPCC Central Controller. While the service
in the ICM/IPCC Enterprise with ACD system determines call treatment, the call type in the
IPCC Enterprise system determines call treatment and can be used to report on calls and how
they were handled.
in the ICM/IPCC Enterprise with ACD system determines call treatment, the call type in the
IPCC Enterprise system determines call treatment and can be used to report on calls and how
they were handled.
•
Service associated with the VRU, for deployments other than System IPCC and ARI, which
tracks statistics such as wait times and VRU activity. These statistics are gathered by the
VRU PG. In System IPCC and ARI deployments, the VRU services are not configured. You
monitor these statistics using call type.
tracks statistics such as wait times and VRU activity. These statistics are gathered by the
VRU PG. In System IPCC and ARI deployments, the VRU services are not configured. You
monitor these statistics using call type.
•
Skill groups associated with the agent, which track statistics such as talk/active time,
hold/paused time, and wrap up time.
hold/paused time, and wrap up time.
The IPCC Enterprise system disperses statistics in this manner because the ICM/IPCC software
component does not have media termination points; physical voice calls must be sent to the
VRU while being queued by the ICM/IPCC Router.
component does not have media termination points; physical voice calls must be sent to the
VRU while being queued by the ICM/IPCC Router.
The data is stored in ICM/IPCC software databases for centralized reporting. Real-time data is
stored in the ICM/IPCC Central Controller local database and historical data is stored in the
ICM/IPCC historical database located on the ICM/IPCC Historical Data Server (HDS).
stored in the ICM/IPCC Central Controller local database and historical data is stored in the
ICM/IPCC historical database located on the ICM/IPCC Historical Data Server (HDS).
IPCC Enterprise with Multichannel Applications Architecture
The E-Mail Manager and Collaboration Server provide multichannel capabilities to the IPCC
Enterprise system. Agents can be configured to handle voice calls, e-mail messages, online chat
sessions, and integrated voice/Web content sharing sessions. Both the E-Mail Manager and
Collaboration Server connect to the ICM/IPCC Central Controller through an Media Routing
MR PG (MR PG), which is used for routing and to the Cisco CallManager PG (or agent PG),
which sends agent status to the ICM/IPCC Central Controller. This architecture is illustrated in
the following diagram.
Enterprise system. Agents can be configured to handle voice calls, e-mail messages, online chat
sessions, and integrated voice/Web content sharing sessions. Both the E-Mail Manager and
Collaboration Server connect to the ICM/IPCC Central Controller through an Media Routing
MR PG (MR PG), which is used for routing and to the Cisco CallManager PG (or agent PG),
which sends agent status to the ICM/IPCC Central Controller. This architecture is illustrated in
the following diagram.
Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)
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Chapter 2: Understanding Cisco IPCC Reporting Architecture
IPCC Enterprise with Multichannel Applications Architecture