Cisco Cisco IP Contact Center Release 4.6.1 Technical References
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Template Design Guide Using InfoMaker for Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 8.0(1)
Appendix C Considerations and Tips for Working with Custom Reports
Database Schema Changes that Affect Custom Reporting
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.
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.
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
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.
match up.
The reason is as follows:
The TCD datetime is written by the PG, which can delay sending the TCDs by a second or so. Also, any
network issues can contribute to a time difference.
network issues can contribute to a time difference.
Handled Calls are determined by the Router when it receives a TCD.
Therefore, if the TCD from the PG states the time is 14:29:59, but the Router does not receive the TCD
until 15:00:01, then the TCD would reflect one half hour interval, and the Router would reflect another.
until 15:00:01, then the TCD would reflect one half hour interval, and the Router would reflect another.
Network Queue and Local Queue Time in TCDs
Customer who have upgraded to ICM 7.0(0) from 5.0, please note that ICM 6.0(0) added a new database
field:
field:
NetQTime
.
In ICM 5.0, the time spent in the Router queue and the time spent in the in the local queue was stored in
the same database field,
the same database field,
LocalQTime
.
ICM 6.0 added a new field called
NetQTime
to the Termination Call Detail Records. This field records
the Time spent in the Network Queue (Router queue). This is different from the
LocalQTime
field that
records the time spent in the local queue (at the ACD).
RONA TCD and the Counting of Redirected Calls
Customer who have upgraded to ICM 7.0(0) from releases prior to 6.0, please note that the call
disposition record for incrementing RONA data, the number of calls that Redirect On No answer from
the agent's phone was changed in ICM 6.0:
disposition record for incrementing RONA data, the number of calls that Redirect On No answer from
the agent's phone was changed in ICM 6.0:
•
In ICM 5.0, a call disposition of 15 increments the RONA data. A call disposition of 19 is unused
and increments errors.
and increments errors.
•
I n ICM 6.0, a call disposition of 19 increments the RONA data. A call disposition of 15 is the call
disposition of redirected calls (as opposed to “abandon ring no answer” calls and is used when an
agent or device (voice mail) does not take the call.
disposition of redirected calls (as opposed to “abandon ring no answer” calls and is used when an
agent or device (voice mail) does not take the call.
This change allows for the counting of redirected calls in customized reports.