Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide

from the half-hour table (for example, CallsOfferedHalf) is summed into the Today table.
At midnight, the real-time Today count is cleared in the database.

Historical Half-Hour Data (ToHalf)

Every 30 minutes, the ICM sends a summary of performance data to the central database. This
data is stored in tables 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 defined as the time period falling between
(xx:00:00 to xx:29:59 and xx:30:00 to xx:59:59).

Data Comparisons

When running reports, you might compare data within a report and across reports. This section
explains issues that you might encounter when comparing data that should not be compared.

Real-Time and Historical Record Comparison

Data in real-time and historical records are not comparable. Counts in the real-time data (for
example, CallsHandledTo5) do not match up with counts in the historical half-hour data (for
example, CallsHandledToHalf) because the real-time data is moved to the historical database
at the end of each half-hour interval.

Consider this example, at 8:55 a call comes into the contact center and is answered by an agent.
The real-time count for CallsAnswered would be increased by one (+1). However, the answered
call would not be populated in the half-hour data until 9:00, when the half-hour interval ends.
Therefore, between 8:55 and 9:00 the real-time data would show the answered call, but the
half-hour data would not because the latest data in the historical database is for the 8:00 to
8:29:59 interval.

Half-Hour Boundary Issues for Reporting Data

Counts that would typically match up for a day, such as CallsOffered and CallsHandled, might
not always match up over specific half-hour intervals. This is because the counts for some data
elements might be increased across half-hour boundaries. Consider this example: at 8:55 a call
comes into the contact center and is answered by an agent. The agent completes the call at 9:05.
In the historical database, the call is counted as offered in the 8:30:00 to 8:59:59 interval. The
call is also counted as handled in the 9:00:00 to 9:29:59 interval. Therefore, if you run a report
for the 9:00:00 to 9:29:59 interval, you will see in reports that tasks handled does not equal
tasks offered for the interval.

You also might notice, for example, that tasks offered does not equal tasks abandoned + tasks
handled for a half-hour interval. Tasks offered reflects the number of calls and tasks that were
offered to agents in this interval, while tasks handled and tasks abandoned might include calls
that were offered in the last interval and completed in this interval. Some historical report
templates group statistics into "Completed Tasks," to indicate that the statistics represent all
calls and tasks that completed in this half-hour interval.

Cisco IPCC Gateway Deployment Guide ICM/IPCC Enterprise Edition Release 7.0(0), IPCC Express Release 4.0(0) Releases 7.0(0) and 4.0(0)