Cisco Cisco IPCC Web Option Installation Guide
Child Reporting
Parent Reporting
Deployment Model
ICME parent WebView for
enterprise-wide reporting.
enterprise-wide reporting.
each Unified CCX child can
have only one Unified ICME
instance.
have only one Unified ICME
instance.
Using Unified CCX and Unified ICME Reports
The following table provides some examples of when to use Unified CCX Reports and when
to use Unified ICME Reports to manage call center operations when using the IPCC Express
Gateway deployment model.
to use Unified ICME Reports to manage call center operations when using the IPCC Express
Gateway deployment model.
Table 14: Deciding Which Reports to Use
IPCC Express Child
ICM Enterprise Parent
Activity
Use Agent Reports (such as Agent Call
Summary, Agent Summary Report, Agent
Summary, Agent Summary Report, Agent
"ICM Templates" in Agent
WebView Report Category
at the Unified ICME parent.
WebView Report Category
at the Unified ICME parent.
Managing agent
performance
performance
Detail, Agent Login Logout Detail, Agent Not
Ready Reason Code, Agent State Detail Report,
and Agent State Summary Reports) provided
in the CRS Historical Reporting Client.
Ready Reason Code, Agent State Detail Report,
and Agent State Summary Reports) provided
in the CRS Historical Reporting Client.
Use CSQ Reports (such as Common CSQ
Activity Report, Contact Service Queue
Activity Report, Contact Service Queue
"ICM Templates" in Skill
Group WebView Report
Group WebView Report
Measuring
performance of
performance of
Activity Report, CSQ Call Distribution
category at Unified ICME
parent.
parent.
agents with
similar skills
similar skills
Summary Report, Contact Service Queue
Activity Report, and CSQ Agent Summary
Report) to measure queue statistics, call counts,
and durations associated with each CSQ.
Activity Report, and CSQ Agent Summary
Report) to measure queue statistics, call counts,
and durations associated with each CSQ.
Use Application Reports (such as Application
Performance Analysis, Application Summary
Performance Analysis, Application Summary
Primarily use "ICM
Templates" in Services
Templates" in Services
Measuring
customer
experience
customer
experience
Analysis, and Called Number Summary
WebView Report category
at Unified ICME parent.
at Unified ICME parent.
Analysis) to measure Application performance
through call counts and durations.
through call counts and durations.
Note: Use Unified CCX reports for local ACD reporting and use Unified ICME reports for
enterprise-wide reporting. For additional discussion on reporting at the Unified ICME parent,
see "Using Unified ICME Reporting to Manage Agents and Measure Customer Experience".
For details about all of the Unified CCX reports, see the Cisco CRS Historical Reports User
Guide.
enterprise-wide reporting. For additional discussion on reporting at the Unified ICME parent,
see "Using Unified ICME Reporting to Manage Agents and Measure Customer Experience".
For details about all of the Unified CCX reports, see the Cisco CRS Historical Reports User
Guide.
Understanding Similar Data Concepts in Unified CCX Child and Unified ICME Parent Database Tables
This section describes the relationship between customer experience data available at the Unified
ICME parent and the Unified CCX child. It discusses data concepts at the Unified ICME parent
and corresponding similar concepts at the Unified CCX child.
ICME parent and the Unified CCX child. It discusses data concepts at the Unified ICME parent
and corresponding similar concepts at the Unified CCX child.
Note: "Similar concept" in this discussion means "closest in meaning"; it does not imply an
absolute match.
absolute match.
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: - Understanding Reporting in an IPCC Gateway Deployment
Understanding Reporting in the Unified ICME Parent and Unified CCX Child Deployment Model