Cisco Cisco IPCC Web Option Installation Guide

Comments

Child: Call_Type_Real_Time

Parent: Service_Real_Time

See Note 1.

RouterCallsAbandQTo5

CallsAbandQTo5

See Note 1.

RouterCallsAbandQToday

CallsAbandQToday

CallsAnsweredHalf

CallsAnsweredTo5

CallsAnsweredToday

CallsHandledHalf

CallshandledTo5

CallsHandledTo5

CallsHandledToday

CallsOfferedHalf

CallsOfferedTo5

CallsOfferedToday

See Note 1.

DelayQAbandTimeTo5

HandleTimeHalf

HandleTimeTo5

HandleTimeToday

HoldTimeHalf

HoldTimeTo5

HoldTimeToday

CallsRONAHalf

RedirectNoAnsCallsHalf

CallsRONATo5

RedirectNoAnsCallsTo5

CallsRONAToday

RedirectNoAnsCallsToday

TalkTimeHalf

TalkTimeTo5

TalkTimeToday

Note 1: Any condition on the child causing the call to terminate while in queue is documented
in this field in the database schema. (The child Call Type reports have more granularity with
regard to "error" calls, etc.)

About Service Levels on the Unified CCE Child and Unified ICME Parent

The service level data collected and presented in reports on the Unified CCE child system will
differ from service level data in reports on the Unified ICME parent. This happens because:

•

At the Unified CCE child, service level data is collected and presented in Call Type and Skill
Group database tables and reports.

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

Chapter 4: - Understanding Reporting in an IPCC Gateway Deployment

Understanding Reporting in the Unified ICME Parent and Unified CCE Child Deployment Model