Cisco Cisco IPCC Web Option Installation Guide
Understanding Reporting in an IPCC Gateway
Deployment
Deployment
This section describes reporting in an IPCC Gateway deployment—a deployment in which an
IPCC Express or an IPCC Enterprise functions as an ACD child with respect to an ICM Enterprise
parent. For complete details on ACD-level reporting on IPCC Enterprise, refer to the IPCC
Enterprise Reporting Guide. Similarly, for complete details on ACD-level reporting on IPCC
Express, refer to the Cisco CRS Historical Reporting Administrator and Developer Guide.
Additional reporting documentation is listed in the Related Documentation section of the Preface
of this book.
IPCC Express or an IPCC Enterprise functions as an ACD child with respect to an ICM Enterprise
parent. For complete details on ACD-level reporting on IPCC Enterprise, refer to the IPCC
Enterprise Reporting Guide. Similarly, for complete details on ACD-level reporting on IPCC
Express, refer to the Cisco CRS Historical Reporting Administrator and Developer Guide.
Additional reporting documentation is listed in the Related Documentation section of the Preface
of this book.
This section contains the following topics:
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Understanding Reporting in the ICM Enterprise Parent and IPCC Express Child Deployment
Model, page 66
Model, page 66
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Understanding ICM Reporting
Cisco ICM software uses real-time data on agent and call center activity to make call routing
decisions. To make the best decision possible, the ICM constantly collects information about
agent activity at each call center. The ICM tracks the current call handling state of each agent,
the number of agents in a particular state, and the time that agents spend in these states.
decisions. To make the best decision possible, the ICM constantly collects information about
agent activity at each call center. The ICM tracks the current call handling state of each agent,
the number of agents in a particular state, and the time that agents spend in these states.
ICM software also collects data about the calls coming into the call centers, such as the number
of calls in progress, handled, and finished; how calls were routed; and how long callers were
on hold. These management data are essential to intelligent call routing. They are also important
for enterprise-wide real-time monitoring and historical reporting of agent performance and
customer experience.
of calls in progress, handled, and finished; how calls were routed; and how long callers were
on hold. These management data are essential to intelligent call routing. They are also important
for enterprise-wide real-time monitoring and historical reporting of agent performance and
customer experience.
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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Chapter 4