Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador
Ensure that the Agent reporting is enabled on the Contact Center Gateway peripheral on the parent
and identify the Administration & Data Server on the Agent Distribution list when configuring the
IPCC Enterprise Gateway peripheral. If these configurations are not done, then reporting on the
parent system does not show any agent data.
and identify the Administration & Data Server on the Agent Distribution list when configuring the
IPCC Enterprise Gateway peripheral. If these configurations are not done, then reporting on the
parent system does not show any agent data.
If you plan to use Agent Team reports, configure Agent Teams and the Agent Team Members on
the parent to match those on the child systems.
the parent to match those on the child systems.
If you plan to report on Not Ready reason codes on the parent system, configure the following
on parent:
on parent:
1
Configure the Not Ready reason codes by entering numeric and text values for each reason
code. For example, if you want Not Ready reason code 1 to equal “Break”, enter “1” for the
Reason Code and “Break” for Reason Code Text. These codes need to match and must be
identical as configured on the child system.
code. For example, if you want Not Ready reason code 1 to equal “Break”, enter “1” for the
Reason Code and “Break” for Reason Code Text. These codes need to match and must be
identical as configured on the child system.
2
Ensure that agent event detail is enabled on the IPCC Enterprise Gateway PG that is configured
to talk to the IPCC System PG on the child.
to talk to the IPCC System PG on the child.
◦ Mapping of Call Types and Services: The Call Types on the child are autoconfigured as Services
on the parent. However Call Types are not specific to peripherals, whereas, Services are.
If you have a child that has two or more IPCC System PGs, ensure that you have not configured
call types that span these two peripherals. If you configure a Call Type that spans peripherals on
the child, these are configured as two services on the parent system, one for each peripheral. Hence,
a single call type on the child maps to two different Services (on two different peripherals) on the
parent, resulting in reporting differences.
call types that span these two peripherals. If you configure a Call Type that spans peripherals on
the child, these are configured as two services on the parent system, one for each peripheral. Hence,
a single call type on the child maps to two different Services (on two different peripherals) on the
parent, resulting in reporting differences.
Related Topics
Interval configuration, on page 8
Reporting applications in a parent/child environment
Unified IC provides real-time and historical reports for agents, skill groups, services, and call types. These
reports can be used to manage agents, measure customer experience, and monitor call center operations.
reports can be used to manage agents, measure customer experience, and monitor call center operations.
• To run enterprise-wide reports at the parent, always select the ICM Templates check box in each report
category. Leave the IPCC Templates check box unchecked.
• To run reports at the parent to measure customer experience, use “ICM Templates” in the Services
category.
• To run reports at the child to measure customer experience, use “IPCC Templates” in the Call Type
category.
Unified IC does not distinguish between ICM Templates and IPCC Templates.
Parent/child deployment models
The following table provides a brief outline of reporting on the parent and child systems for two common
parent/child deployment models.
parent/child deployment models.
Reporting Guide for Cisco Unified Intelligent Contact Management and Unified Contact Center Enterprise &
Hosted Release 9.0(1)
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Parent/child reporting