Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide
Understanding Reporting in an IPCC Gateway
Deployment
Deployment
This section describes reporting in an IPCC Gateway deployment—a deployment in which a
Unified CCX or a Unified CCE functions as an ACD child with respect to a Unified ICME
parent. For complete details on ACD-level reporting on Unified CCE, refer to the IPCC
Enterprise Reporting Guide. Similarly, for complete details on ACD-level reporting on Unified
CCX, 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.
Unified CCX or a Unified CCE functions as an ACD child with respect to a Unified ICME
parent. For complete details on ACD-level reporting on Unified CCE, refer to the IPCC
Enterprise Reporting Guide. Similarly, for complete details on ACD-level reporting on Unified
CCX, 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 Unified ICME Reporting
Unified ICME uses real-time data on agent and call center activity to make call routing decisions.
To make the best decision possible, the Unified ICME constantly collects information about
agent activity at each call center. Unified ICME 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.
To make the best decision possible, the Unified ICME constantly collects information about
agent activity at each call center. Unified ICME 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.
Unified ICME also collects data about the calls coming into the call centers, such as the number
of calls in progress, handled, and ended; 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 ended; 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 for Unified ICME, Unified CCE, and Unified CCX, Enterprise Releases 7.2(1) and Express Release 5.0(1)
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Chapter 4