Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide

objects, a Unified CCX Service Level report is not comparable to a Unified ICME Service
Level report .

4. Time in Reason Code. One Unified CCX agent report shows time in reason code 0-9 on

separate lines. Unified CCX reports display up to eight Not Ready reason codes in separate
columns. The other reason codes are displayed as a lump sum. (By default, these eight
reason codes will be the first eight in numeric order. You can also pick and choose what
are the eight reason codes that they want to see in detail, by going to the Detail tab of the
historical reporting client viewer). Unified ICME has reason code on its summary report
but only last reason code received not time in separate reason code buckets.

5. Unified ICME Agent_SkillGroup table. Each row of Agent_Skill_Group_Half_Hour

table provides half-hour statistics for a member of a skill group. If an agent is a member
of multiple skill groups, multiple Agent Skill Group Half Hour rows are created for that
agent each half-hour.

6. Short Abandoned Call. Unified CCX does not have a concept equivalent to Unified

ICME's short abandoned call concept.

Note:  In the tables that follow, any discrepancies that apply to a particular concept will be
noted in the Comments column of that row.

Measuring Customer Experience

Application reports provide key statistics that help call center managers measure customer
experience at the Unified CCX child. At the Unified ICME parent, customer experience data
is stored in Service Half Hour tables. The following table provides a sample of key customer
experience data presented in Application Reports at the Unified CCX child and similar concepts
in Service Half Hour tables at the Unified ICME parent.

Timing differences
will exist.

The closest concept on Unified ICME is
Service_Half_Hour. CallsOfferedToHalf, which

Reports display the total
number of calls that each

Calls Presented

Service_Half_Hour.
CallsOfferedToHalf

is the number of incoming calls plus internal
calls offered to the service during the half-hour
interval.

application received. This
number is equal to the number
of calls handled by the

would not count

application plus the number of

calls transferred

calls abandoned while in the
application.

internally from
service to service,
while Unified CCX
does.

Timing differences
will exist.

The closest concept on Unified ICME is
Service_Half_Hour.CallsHandledToHalf, which

Reports display the total
number of calls that are handled

Calls Handled

is the number of tasks handled by service. A
task is counted as handled when it is finished.

by each application. A call is
considered handled when it

Cisco IPCC Gateway Deployment Guide for Unified ICME, Unified CCE, and Unified CCX, Enterprise Releases 7.2(1) and Express Release 5.0(1)