Cisco Cisco Administrative Workstation User Guide
To Monitor
Use this WebView Category
Customer Experience
See
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Agent Performance and Productivity
System Operations
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See
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System Operations
See
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Comparing Data across Reports
This section explains why certain report data cannot be compared for reasons of configuration,
scripting, or timing.
scripting, or timing.
For another discussion of reporting data inconsistency, see
.
ACD and Unified ICM Reports
Data collected and presented on the Unified ICM WebView reports to measure customer
experience and agent performance is expected to differ from data collected and presented in the
ACD reports.
experience and agent performance is expected to differ from data collected and presented in the
ACD reports.
Unified ICM WebView reports give an enterprise-wide view of all your call centers. ACD
reports are specific to a particular call center.
reports are specific to a particular call center.
Here are some of the reasons that cause the variations:
•
Differences due to timing and transmission delays
All times computed in WebView reports, such as various state transitions, are based upon
event arrival time at the Unified ICM Central Controller, not the actual event occurrence on
the ACD. Network transmission delays cause variations in reported times between reporting
data seen on WebView reports and ACD reports.
event arrival time at the Unified ICM Central Controller, not the actual event occurrence on
the ACD. Network transmission delays cause variations in reported times between reporting
data seen on WebView reports and ACD reports.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 2: Understanding Reporting
Comparing Data across Reports