Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador
◦ The AnswerWaitTime for the call is added and written to the database.
AnswerWaitTime is the elapsed time from when the call was offered at the peripheral to when is
was answered. It includes any RingTime, LocalQTime, and DelayTime (all from the
Termination_Call_Detail records) associated with calls.
was answered. It includes any RingTime, LocalQTime, and DelayTime (all from the
Termination_Call_Detail records) associated with calls.
◦ RingTime, LocalQTime, and DelayTime are added to AnswerWaitTimeTo5.
◦ TalkTime for the call begins to be monitored.
TalkTime is a service completed call time data element. It is populated with TalkTime and HoldTime
from the Termination_Call_Detail record for the call. The value is not updated in the database until
any after-call work associated with the call is completed.
from the Termination_Call_Detail record for the call. The value is not updated in the database until
any after-call work associated with the call is completed.
Two models of reporting (Unified ICM)
The PIM is responsible for general monitoring functions that include accessing data on the peripheral regarding
agent groups, service, routes, trunk groups, and agents.
agent groups, service, routes, trunk groups, and agents.
The level of data provided by the PIM is determined by the types of CTI links available on the peripheral.
The PIM can retrieve ACD statistics by using an event-based CTI feed, an aggregate data CTI feed, or both.
In general, an event-based CTI feed provides more data and capabilities than an aggregate data CTI feed.
The PIM can retrieve ACD statistics by using an event-based CTI feed, an aggregate data CTI feed, or both.
In general, an event-based CTI feed provides more data and capabilities than an aggregate data CTI feed.
Event-based reporting
An event-based PIM (for example, the Aspect Event Link PIM) connects to a CTI link that provides call
events and agent state events.
events and agent state events.
Event-based PIMs base their data on agent and call state transitions reported from the ACD. These PIMs
convert CTI events received from the switch to CSTA-based OPC API messages, which can then be forwarded
to OPC. The OPC constructs the routing and monitoring data from these events.
convert CTI events received from the switch to CSTA-based OPC API messages, which can then be forwarded
to OPC. The OPC constructs the routing and monitoring data from these events.
Aggregate-based reporting
Some aggregate-data PIMs connect to CTI links that provide aggregate skill group, service, and route statistics.
The aggregate-data PIM works by polling the ACD for certain data supported over the switch vendor's CTI
link. The aggregate PIM reports to OPC those data components that are required to build the OPI data elements.
The aggregate-data PIM works by polling the ACD for certain data supported over the switch vendor's CTI
link. The aggregate PIM reports to OPC those data components that are required to build the OPI data elements.
When the PIM detects a change, it updates OPC, which informs the CallRouter of the changed values.
ACD-specific data is supported by a passed-through API defined in the OPC interface. OPC sends the data
to the CallRouter to be stored in the Central Database. Pass-through data requires that the database define the
table format of the records.
ACD-specific data is supported by a passed-through API defined in the OPC interface. OPC sends the data
to the CallRouter to be stored in the Central Database. Pass-through data requires that the database define the
table format of the records.
Reporting Guide for Cisco Unified Intelligent Contact Management and Unified Contact Center Enterprise &
Hosted Release 9.0(1)
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Two models of reporting (Unified ICM)