Cisco Cisco IPCC Web Option User Guide

Each new release brings new Database Schema fields and changes to existing 
fields that affect reporting. 

In Release 7.0(0), for example, there are new 

Abandon

 and 

Error

 fields, as well 

as new 

SkillGroup

 and 

Agent

 fields that might have an impact on custom 

reports.

Refer to the Release Notes for Cisco ICM/IPCC Enterprise & Hosted Editions 
Release 7.0(0) for a list of the Database Schema changes in Release 7.0(0).

In Release 7.0(0), reporting data is identical for the following database tables for 
IPCC Enterprise with and without the IPCC System PG:

Agent RT & HH

Call Type RT & HH

Route Call Detail

Agent Logout

Agent Skill Group Logout

However, reporting data can differ in the following database tables:

Skill Group RT & HH

Agent Skill Group RT & HH

Peripheral RT & HH

Termination Call Detail

These changes can impact custom reports as follows: 

When calls are queued to a skill group, IPCC System PG updates the CallsQueued 
fields in the 

Skill_Group_Real_Time

 and 

Skill_Group_Half_Hour

 tables, 

whereas IPCC without System PG does not.  Use the 

RouterCallsQueued

 field 

for IPCC templates, as it is updated consistently regardless of PG.