Cisco Cisco Unified Contact Center Enterprise 9.0(2) Technical References

C-3

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

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).

Reporting Data Differences With and Without IPCC System PG

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.

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.

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.

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.