Cisco Cisco Administrative Workstation User Guide
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Differences in supported concepts and terminology
Differences in supported concepts and the way that similar concepts are implemented can
cause variations in the data available to measure agent performance and customer experience.
cause variations in the data available to measure agent performance and customer experience.
For example, while Unified ICM and an ACD might both support the concept of agent states,
the ACD might not support as many state options as the Unified ICM software. In addition,
some similarly named agent states might not have the same definition on both systems.
the ACD might not support as many state options as the Unified ICM software. In addition,
some similarly named agent states might not have the same definition on both systems.
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Differences in configuration
Differences in configuration on the ACD and the Configuration Manager can lead to
discrepancies in reporting. If devices are not configured in Configuration Manager or if they
are configured with different settings than on the ACD, reports might not track certain statistics
at all or might report different metrics.
discrepancies in reporting. If devices are not configured in Configuration Manager or if they
are configured with different settings than on the ACD, reports might not track certain statistics
at all or might report different metrics.
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Different methods of measuring and storing data
The Unified ICM and the ACD might differ in the way in which data segments are defined
and counted. One example is how the individual agent's time is measured and stored in relation
to how that agent's time spent in a conference call is measured and stored.
and counted. One example is how the individual agent's time is measured and stored in relation
to how that agent's time spent in a conference call is measured and stored.
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Different methodologies for sampling data
For example, the Unified ICM and the ACD might differ as to when an event is considered
to have started and to have ended.
to have started and to have ended.
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Differences in terminology and in the definitions of data elements
On the surface, naming conventions might appear to be the same but, in fact, are not. For
example, Unified ICM and the ACD might use different criteria to evaluate what constitutes
an 'offered call'.
example, Unified ICM and the ACD might use different criteria to evaluate what constitutes
an 'offered call'.
Refer to the ACD Supplement Guides for details.
Real-time and Historical Reports
Data in real-time and historical records are not comparable.
Counts in real-time data (for example CallsHandledTo5) do not match up with counts in the
historical half-hour records (for example, CallsHandledToHalf) because the real-time data is
moved to the historical database at the end of each half-hour interval.
historical half-hour records (for example, CallsHandledToHalf) because the real-time data is
moved to the historical database at the end of each half-hour interval.
Consider this example: at 8:55 a call comes into the contact center and is answered by an agent.
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The real-time count for CallsAnswered increases by one (+1).
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Between 8:55 and 9:00, the real-time data shows the answered call.
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The answered call does not populate the half-hour data until 9:00, when the 8:00 to 8:29:59
half-hour interval ends.
half-hour interval ends.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 2: Understanding Reporting
Comparing Data across Reports