Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide
Appendix C Considerations and Tips for Working with Custom Reports
Database Schema Changes that Affect Custom Reporting
C-4
Template Design Guide Using InfoMaker for Cisco ICM/IPCC Enterprise & Hosted Editions, Release 7.0(0)
Non-IPCC System PG creates more TCDs than IPCC System PG (by a ration of
3 to 1) for call flows that involve IVR and agent.
3 to 1) for call flows that involve IVR and agent.
For some call scenarios, IPCC System PG will increment the
CallsOffered
fields in the
Skill_Group
RT & HH tables whereas IPCCE will not.
CallsOffered
is not in any standard reports.
For some RONA call scenarios, IPCCE will increment the
CallsOffered
fields
in the
Peripheral
RT & HH tables whereas IPCC System PG will not.
DBDateTime Field Improves Extracts
Customers
who have upgraded to ICM 7.0(0) from releases prior to 6.0 please
note that ICM 6.0(0) added a new database field to many tables:
DBDateTime
.
This field is a Date/Time indicator that tells what time a record was written to the
HDS.
HDS.
It is included in all of the Half_Hour tables, as well as in many other tables.
This field enables you to determine whether or not you have already extracted a
particular record.
particular record.
For new records in the HDS, the DBDataTime field will be populated with the
date and time that the record was written to the HDS. For migrated records, the
DBDateTime field will be null.
date and time that the record was written to the HDS. For migrated records, the
DBDateTime field will be null.
Tip
Selecting the MAX(DBDateTime) is a useful way to monitor the last time a table
was updated with records.
was updated with records.
Differences in Half Hour Counts and TCD/RCD Counts per Interval
If you develop custom reports based on the timestamp of completed calls from the
TDC/RCD tables, which are grouped in half-hour intervals, you might notice
discrepancies when you compare the results of these custom reports with the
values in the standard
TDC/RCD tables, which are grouped in half-hour intervals, you might notice
discrepancies when you compare the results of these custom reports with the
values in the standard
Half_Hour
tables.
The totals for the day match up exactly for the count of handled calls, but the
half-hour intervals do not match up.
half-hour intervals do not match up.
The reason is as follows: