Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide
In the figure:
1. On the child, the record in the Call_Type_Half_Hour table you are interested in has a
CallTypeID value of 5000.
2. On the parent, you would search the Service table for a Service with a PeripheralNumber
field that matches the CallTypeID on the child (5000).
3. The SkillTargetID for that Service is 6000.
4. Using the SkillTargetID value (6000), look up the corresponding record in any of the
Service Tables (for example, Service_Half_Hour, Service_Real_Time).
Understanding Similar Data Concepts in IPCC Enterprise Child Call Type and ICM Enterprise Parent Service Database
Tables
Tables
This section describes the relationship between customer experience data available at the ICM
Enterprise parent and at the IPCC Enterprise child. It discusses Services data concepts at the
ICM Enterprise parent and corresponding similar concepts at the IPCC Enterprise child.
Enterprise parent and at the IPCC Enterprise child. It discusses Services data concepts at the
ICM Enterprise parent and corresponding similar concepts at the IPCC Enterprise child.
Note: "Similar concept" in this discussion means "closest in meaning"; it does not imply an
absolute match.
absolute match.
Due to the variety of reasons discussed in
, the data collected and presented in Service database
tables and Services WebView reports at the ICM Enterprise parent is expected to vary from
data collected and presented on Call Type database tables and Call Type reports on the IPCC
Enterprise child. Although the two data sets are not expected to be an exact match, in some
cases, the customer can look at a specific data field in the Services table at the ICM Enterprise
parent and see a corresponding data field in Call Type table in the IPCC Enterprise child that
is similar in meaning.
data collected and presented on Call Type database tables and Call Type reports on the IPCC
Enterprise child. Although the two data sets are not expected to be an exact match, in some
cases, the customer can look at a specific data field in the Services table at the ICM Enterprise
parent and see a corresponding data field in Call Type table in the IPCC Enterprise child that
is similar in meaning.
Note:
•
Data fields that are not listed in these tables are either not mappable (that is, although they
might be populated on a parent system, they have no corresponding value on the child system)
or not available (that is, they are null or zero on the parent.)
might be populated on a parent system, they have no corresponding value on the child system)
or not available (that is, they are null or zero on the parent.)
•
There are no corresponding fields or tables in the child for the parent Service_File_Minute
table.
table.
Service_Half_Hour Data Mapping
Comments
Child: Call_Type_Half_Hour
Parent: Service_Half_Hour
AnswerWaitTimeHalf
AnswerWaitTimeToHalf
Network queuing data is
not available at the child
level.
not available at the child
level.
AvgRouterDelayQToHalf
AvgDelayQToHalf
See Note 1.
RouterCallsAbandQToHalf
CallsAbandQToHalf
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)
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Understanding Reporting in an IPCC Gateway Deployment
Understanding Reporting in the ICM Enterprise Parent and IPCC Enterprise Child Deployment Model