Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide

Note: For details see
Chapter 1.

see reporting information that is
associated with its own IPCC
Enterprise Gateway PG.

The statistics reported on
the ICM Enterprise parent

To measure agent performance
and customer experience at the

ICM Enterprise parent has its
own reporting components

Cisco ICM Enterprise
parent deployed with

might differ for the

local site, local site-level

(WebView). Regional or central

IPCC Enterprise child

different ACDs (IPCC

supervisors and call center

call center managers can use

with System PG, TDM

Enterprise, IPCC Express,
or TDM ACD).

managers can use reporting
capabilities on local ACD or
contact center site.

"ICM Templates" WebView
Reports on the ICM Enterprise
parent for consolidated

ACD through respective
ACD PG, and an IPCC
Express at the same
time.

IPCC Enterprise child site-level
supervisors can use "IPCC

enterprise-wide reporting across
IPCC Enterprise child, various
TDM ACD peripherals, and
IPCC Express child.

Templates" WebView Reports
on each IPCC Enterprise with an
IPCC System PG child.

IPCC Express child site-level
supervisors can use Historical
Reporting Client on the IPCC
Express child.

TDM ACD site-level supervisors
can use the reporting capabilities
available on their TDM ACD.

Naming Conventions for Mapping on the Parent

Mapping is the method that IPCC Gateway uses to manage data that the child system delivers
to a parent system. Mapping occurs during the autoconfiguration process. The ICM software
uses naming conventions to assist in tracking data mapping between parent and child systems.

If you are deploying an IPCC Gateway system, in which IPCC Enterprise appears as an ACD
to a parent ICM Enterprise system, limit the number of characters in the names of agents, skill
groups and call types on the child IPCC Enterprise System. When these names are passed to
the parent ICM Enterprise during autoconfiguration, ICM/IPCC software configures the name
such as 

. If the configured name exceeds 32 characters, it

is automatically truncated and the name of the skill group, agent, or call type is replaced with
a number on the ICM Enterprise system. This means that you will not be able to find the name
in reports run on the ICM Enterprise system.

The following list provides the mapping naming convention syntax descriptions for each data
entity using the example of a Peripheral.EnterpriseName value of IPCC1:

•

Default syntax (under 32 characters): (Parent)Peripheral.EnterpriseName+"."
+(Child)Skill_Group.PeripheralName

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)