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

Historical Data

ICM/IPCC software stores historical information in five-minute and half-hour intervals. The
ICM/IPCC Central Controller writes these records to the central database (on the Logger). These
records are replicated to the Historical Data Server (HDS) and are used for historical reporting.

The five-minute data includes many of the same data elements as found in the real-time data.
Every five-minutes, ICM/IPCC software copies the real-time data to the five-minute tables in
the historical database. In this way, a snapshot of the real-time data is kept in the historical
database and used as historical data. The real-time data, which is written to the Admin
Workstation local database, continues to be overwritten with new values at each real-time update.

The historical data fields are stored in the database with the extension "ToHalf" (for example,
Skill_Group_Half_Hour.CallsHandledToHalf). These elements contain a value for a completed
half-hour interval. The completed half-hour interval is the time period falling between xx:00:00
and xx:29:59, or xx:30:00 and xx:59:59.

Half-hour data is populated in the database only for completed half-hour intervals. For example,
if a call is offered at 15:47:00, it will be counted as an offered call in the 15:30:00 to 15:59:59
half-hour interval. Data for this half-hour interval is not written to the database until the interval
is complete (for example 16:00:00). Therefore, the latest calls offered half-hour data is available
for the previous completed half-hour interval (that is, the 15:00:00 to 15:29:59).

Data Comparisons

When running reports, you might compare data within a report and across reports. This section
explains how you compare data and describes issues that you might encounter when comparing
data that not be compared because of configuration, scripting, or when the records are written.

Real-time and Historical Record Comparison

Data in real-time and historical records not be compared. Counts in real-time data (for example
CallsHandledTo5) do not match up with counts in the historical half-hour records (for example,
CallsHandledToHalf) because the real-time data is moved to the historical database at the end
of each half-hour interval.

Consider this example, at 8:55 a call comes into the contact center and is answered by an agent.
The real-time count for CallsAnswered would be increased by one (+1). However, the answered
call would not be populated in the half-hour data until 9:00, when the half-hour interval ends.
Therefore, between 8:55 and 9:00 the real-time data would show the answered call, but the
half-hour data would not because the latest data in the historical database is for the 8:00 to
8:29:59 interval.

Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)