Cisco Cisco IP Contact Center Release 4.6.2 사용자 가이드
The current, or real-time data, which is kept in the Router's memory, includes data about agents,
skill groups, services, call types, trunk groups, and other ICM/IPCC entities. The following
image illustrates how data is moved to the local database.
skill groups, services, call types, trunk groups, and other ICM/IPCC entities. The following
image illustrates how data is moved to the local database.
Figure 4: Real-time Data Moved to Local Database
Note: This refresh rate applies only to real-time reporting with WebView, which is not the same
mechanism used on the CTI agent desktop.
mechanism used on the CTI agent desktop.
Real-time data is stored in several increments, as described in the following table.
Table 1: Real-time Database Data Increments
Description
Real-time Data
Increment
Increment
"Half" values contain a value for the current half-hour. The current half-hour is defined as the time
period falling between xx:00:00 and xx:29:59, or xx:30:00 and xx:59:59.
period falling between xx:00:00 and xx:29:59, or xx:30:00 and xx:59:59.
Half
For example, if it is currently xx:18:33, the CallsOfferedHalf real-time element contains a value
that reflects the first 18 minutes and 33 seconds of the specific half-hour. When a new half-hour
begins, at time (xx:00:00 or xx:30:00), the database element is reset to zero.
that reflects the first 18 minutes and 33 seconds of the specific half-hour. When a new half-hour
begins, at time (xx:00:00 or xx:30:00), the database element is reset to zero.
In the real-time tables, "Now" values contain a snapshot of activity at a particular instant.
Now
For example, ICM/IPCC software tracks CallsQNow, which is the number of calls currently in queue
for a service or route. When a call is answered, the CallsQNow count is reduced immediately by
one (-1) because the call has left the queue. This change is seen at the next real-time update of the
WebView report screen.
for a service or route. When a call is answered, the CallsQNow count is reduced immediately by
one (-1) because the call has left the queue. This change is seen at the next real-time update of the
WebView report screen.
The "To5" values track data on a rolling five-minute basis. The rolling five-minute data employs a
"sliding" five-minute window. The To5 data is updated every ten seconds in the database.
"sliding" five-minute window. The To5 data is updated every ten seconds in the database.
To5
To arrive at values for today, ICM/IPCC software adds the values at the end of each half-hour interval
since midnight. It also counts the values for the current half-hour. At the end of each half-hour, half
since midnight. It also counts the values for the current half-hour. At the end of each half-hour, half
Today
hour data (for example CallsOfferedHalf) is summed into the Today data. At midnight, the real-time
Today count is cleared in the database. Midnight is defined using the time of the peripheral.
Today count is cleared in the database. Midnight is defined using the time of the peripheral.
Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)
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Chapter 2: Understanding Cisco IPCC Reporting Architecture
Reporting Intervals