Cisco Cisco IPCC Web Option Installation Guide

Understanding Reporting in the ICM Enterprise Parent and IPCC Express Child Deployment
Model

This section provides information to help you understand the differences between the two levels
of reporting in IPCC Gateway deployments:

•

Reporting on the Enterprise level (ICM Enterprise parent).

•

Reporting on the ACD level (IPCC Express child).

The presence of an IPCC Express Gateway PG does not affect the reports on the ACD level;
you would run IPCC Express reports to monitor the state of the ACD (child) system.

However, to get enterprise-level reporting across IPCC Express children (ACDs) you need to
run ICM reports at the ICM Enterprise parent.

Note: The data that the child system feeds to the parent through an IPCC Express Gateway PG
will not always correlate on both systems; this affects the reports on the Enterprise level.

The following table provides a brief outline of the reporting options on the parent and child
system for the IPCC Express Gateway deployment model.

Reporting Options, IPCC Express Gateway Deployment Model

Each IPCC Express child has
its own reporting components

The ICM Enterprise parent has
its own reporting components

Cisco ICM Enterprise parent /
IPCC Express child. It is

(Historical Reports database,

(HDS/AW/WebView). As with

possible to have more than one

Historical Reporting Client).

ICM Enterprise with TDM

child; ICM treats each child as

Use Historical Reports in the

ACDs, use "ICM Template"

a separate ACD. However,

Historical Reporting Client for
local ACD reporting.

WebView reports on the ICM
Enterprise parent WebView for
enterprise-wide reporting.

each IPCC Express child can
have only one ICM instance.

Using IPCC Express and ICM Reports

The following table provides some examples of when to use IPCC Express Reports and when
to use ICM Reports to manage call center operations when using the IPCC Express Gateway
deployment model.

Deciding Which Reports to Use

Use Agent Reports (such as Agent Call
Summary, Agent Summary Report, Agent

"ICM Templates" in Agent
WebView Report Category

Managing agent
performance

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)