Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide
Comments
Child: Call_Type_Real_Time
Parent: Service_Real_Time
HandleTimeHalf
HandleTimeHalf
HandleTimeTo5
HandleTimeTo5
HandleTimeToday
HandleTimeToday
HoldTimeHalf
HoldTimeHalf
HoldTimeTo5
HoldTimeTo5
HoldTimeToday
HoldTimeToday
CallsRONAHalf
RedirectNoAnsCallsHalf
CallsRONATo5
RedirectNoAnsCallsTo5
CallsRONAToday
RedirectNoAnsCallsToday
TalkTimeHalf
TalkTimeHalf
TalkTimeTo5
TalkTimeTo5
TalkTimeToday
TalkTimeToday
Note 1: Any condition on the child causing the call to terminate while in queue is documented
in this field in the database schema. (The child Call Type reports have more granularity with
regard to "error" calls, etc.)
in this field in the database schema. (The child Call Type reports have more granularity with
regard to "error" calls, etc.)
About Service Levels on the IPCC Enterprise Child and ICM Enterprise Parent
The service level data collected and presented in reports on the IPCC Enterprise child system
will differ from service level data in reports on the ICM Enterprise parent. This happens because:
will differ from service level data in reports on the ICM Enterprise parent. This happens because:
•
At the IPCC Enterprise child, service level data is collected and presented in Call Type and
Skill Group database tables and reports.
Skill Group database tables and reports.
Note: For a detailed discussion about service level data, see the IPCC Enterprise Reporting
Guide.
Guide.
•
In an ICM Enterprise parent, service level data is only collected and reported in Service
database tables and reports.
database tables and reports.
Note: For information about the available ICM Enterprise Service reports, see the WebView
online help.
online help.
In addition to these differences, in an IPCC Enterprise child, you can also use scripting to change
call types in order to capture certain statistics. In such scripts, when a call changes call types,
the old call type Service Level timer stops and the Service Level timer associated with the new
call type starts. However, the Service Level timer for Services on the ICM parent is not stopped
and reset.
call types in order to capture certain statistics. In such scripts, when a call changes call types,
the old call type Service Level timer stops and the Service Level timer associated with the new
call type starts. However, the Service Level timer for Services on the ICM parent is not stopped
and reset.
Note: Due to this timing issue, you should not compare ServiceLevel field values in
Call_Type_Half_Hour/Real_Type tables on the IPCC Enterprise childe with the ServiceLevel
field values in Service_Half_Hour/Real_Time tables at the ICM Enterprise parent.
Call_Type_Half_Hour/Real_Type tables on the IPCC Enterprise childe with the ServiceLevel
field values in Service_Half_Hour/Real_Time tables at the ICM Enterprise parent.
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)
63
Understanding Reporting in an IPCC Gateway Deployment
Understanding Reporting in the ICM Enterprise Parent and IPCC Enterprise Child Deployment Model