Cisco Cisco IP Contact Center Release 4.6.2 Guide De Montage

Note: For more information, see "About Service Levels on the Unified CCE Child and Unified
ICME Parent".

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Differences in configuration of parent and child systems. Although IPCC Gateway
minimizes this issue due to auto configuration, discrepancies between Unified CCE child
and Unified ICME parent configurations can lead to reporting discrepancies. There are certain
configurations that are required which needs to be considered for reporting.

The following are some examples:

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Short Calls: A short call is a call that is either abandoned or answered and terminated
very quickly. By defining what you believe to be a short call, then you can filter out those
calls that you believe did not stay in the system long enough to be counted as a real call.
Short calls can be configured for call types, peripherals, and services.

Abandoned Short Calls: For call types and services you configure only abandoned short
calls, answered short calls are not reported for call types and services. On the Unified
ICME parent if the “Abandon Wait Time threshold” for services which is configured in
the IPCC Gateway peripheral is not configured to be the same as the “Aban Wait Time
threshold” in the global settings for Call Types on the Unified CCE child system, differences
could arise between abandon counts on the two systems. A call might be considered as
abandoned on the Unified ICME parent and as a Short Call on the Unified CCE child and
vice versa.

Answered Short Calls: Similar to abandoned short calls, answered short calls can also
cause a difference in reporting. Answered short calls apply to the skill group and the agent
skill group database tables. This is the minimum amount of time that the call is connected
to the agent. The short call timer starts when the agent answers the call. CallsAnswered
is updated for these calls. However, the ShortCalls fields within the skill group and agent
skill group tables are also incremented. The call is reported both as handled as a short call.
It is important to ensure that the “Answered Short Call threshold” configured on the IPCC
Gateway Peripheral on the Unified ICME parent matches the “Answered Short Call
threshold” configured on the IPCC System peripheral configured on the Unified CCE
child.

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Agent Reporting: If you are using the Unified ICME parent system to report on agents
it is important to consider the following configurations.

Ensure that the Agent reporting is enabled on the IPCC Gateway peripheral on the Unified
ICME parent system and identify the Admin Workstation distributor in the Agent
Distribution list when configuring the IPCC Enterprise Gateway peripheral. If these
configurations are not done then the WebView that is used for reporting on the Unified
ICME parent system will not show any agent data.

If you plan to use Agent Team reports on the Unified ICME parent system and expect
them to report similar to the Unified CCE child system then it is important to configure
Agent Teams and the Agent Team Members on the Unified ICME parent to match the
Agent Unified CCE child systems.

If you plan to report on “Not Ready reason Codes” on the Unified ICME parent system
then it is important to configure the following on Unified ICME parent:

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