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

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.

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).

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)