Cisco Cisco Unified Contact Center Enterprise 9.0(2) Installation Guide

Differences between ICM Enterprise Parent and IPCC Enterprise Child Reporting

Due to a variety of reasons, data collected and presented on WebView Reports to measure
customer experience and manage agent performance at the ICM Enterprise parent is expected
to be different from data collected and presented at the IPCC Enterprise child WebView reports.

Here are some of the reasons that could cause these variations:

•

Differences due to transmission delays. All times computed on the parent, such as various
state transitions, are based upon event arrival time in the parent, not their actual event
occurrence on the child. Due to such network transmission delays, variations are expected
between reporting data seen on WebView Reports at the ICM Enterprise parent and the IPCC
Enterprise child.

•

Differences in supported concepts at the ICM Enterprise parent and IPCC Enterprise
child. Differences in supported concepts can cause variations in the data available to measure
agent performance and customer experience between the parent and the child systems.

Since certain concepts are only supported at the ICM Enterprise parent or the IPCC Enterprise
child, certain agent performance and customer experience statistics might only be available
at the ICM Enterprise parent or at the IPCC Enterprise child. For example, Skill Group Service
Levels are supported in the IPCC Enterprise child but not the ICM Enterprise parent. Similarly
Abandon Answer Distribution Call Type reports are available at the IPCC Enterprise child
and not at the ICM Enterprise parent.

•

Differences in implementation of similar concepts in the parent and child. For example,
in order to measure the Service Level experienced by incoming callers, WebView users at
the ICM Enterprise parent would use Service Level statistics on Service Reports while
WebView users at the IPCC Enterprise child would use Service Level statistics on Call Type
Reports.

Note: For more information, see "About Service Levels on the IPCC Enterprise Child and
ICM Enterprise Parent".

•

Differences in configuration of parent and child systems. Although IPCC Gateway
minimizes this issue due to auto configuration, discrepancies between IPCC Enterprise child
and ICM Enterprise parent configurations can lead to reporting discrepancies. There are
certain configurations that are required which needs to be considered for reporting.

The following are some examples:

–

Short Calls: A short call is a call that is either abandoned or answered and terminated
very quickly. By defining what you believe to be a short call, then you can filter out those
calls that you believe did not stay in the system long enough to be counted as a real call.
Short calls can be configured for call types, peripherals, and services.

Abandoned Short Calls: For call types and services you configure only abandoned short
calls, answered short calls are not reported for call types and services. On the ICM
Enterprise parent if the “Abandon Wait Time threshold” for services which is configured
in the IPCC Gateway peripheral is not configured to be the same as the “Aban Wait Time

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)