Cisco Cisco Unified Contact Center Enterprise 9.0(2) Guida All'Installazione

therefore this IPCC Express child data will not be available at the ICM Enterprise parent
for enterprise-wide reporting.

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While IPCC Express does support the concept of agent states, IPCC Express does not
contain as many state options as the ICM software. In addition, some similarly named
agent states might not have the same definition on both the child and parent systems. (For
more information, see "Agent States on the IPCC Express Child and ICM Enterprise
Parent".

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Differences in terminology and definitions of data schema fields. On the surface, database
naming conventions might appear to be the same but, in fact, are not. Each system might use
different criteria to evaluate what constitutes an offered call. This means that the IPCC Express
child system OfferedCalls data element might not be the same as the ICM Enterprise parent
Offered Calls data element.

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Differences in implementation of similar concepts in parent and child systems. For
example, in an IPCC Express child system, Service Levels are implemented as CSQ (“Skill
Group”) and are used to measure the ability of agents in various CSQ to meet service level
targets. In an ICM Enterprise parent system, Service Levels are implemented at Services and
are used to measure the customer experience relative to Service Level thresholds independent
of which CSQ responded to those calls.

Note: It is important to understand that data in IPCC Express and ICM software is stored
and processed differently to populate reports. IPCC Express database stores detail records,
and calculated matrices on IPCC Express reports are computed at run time based on requested
time intervals input by the user. The ICM Enterprise parent system on the other hand
increments counts in summary tables for different time intervals and accesses these up to
date values when compiling data for WebView reports.

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Timing differences. Time differences between ICM Enterprise parent and IPCC Express
child can also result in differences in data at the parent and child reports. For example, IPCC
Express half-hour reports can differ depending on when a report is run. This is due to values
being updated in a start-time bucket after a call finishes. Such timing issues are more
pronounced for IPCC Express short-interval (half-hour) reports. In addition, IPCC Express
implements a five-second delay for call handled so the script can finish; data is written to
the IPCC Express database, but the event is not sent for another five seconds. There is also
the potential for timing synchronization problems between IPCC Express writing to its
database and the IPCC Express Gateway PIM sending event data to the ICM system.

For example, if a half-hour report were run on the IPCC Express child system for time period
8:00 to 8:30, then no counts for the example call would be included in that report. This is
caused by the IPCC Express database updating only after the call completes; therefore, no
call events are written to the IPCC Express database yet. Also note that when the call
completes, all counts are updated for the time period in which the call starts, regardless of
when the call completes. This results in report values that differ from the previously run
report even though the report was generated for the same time period.

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Different methods of measuring and storing data. For example, IPCC Express stores
conference calls data as one call segment, although individual agents’ time is stored in a

Cisco IPCC Gateway Deployment Guide ICM/IPCC Enterprise Edition Release 7.0(0), IPCC Express Release 4.0(0) Releases 7.0(0) and 4.0(0)