Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador
C H A P T E R
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System architecture and reporting
Unified ICM software distributes incoming telephone calls and web-initiated requests to skill-appropriate,
available agents across multiple contact centers.
available agents across multiple contact centers.
It does this by tracking activity on all monitored devices. This includes tracking the current call handling
state of each agent, the number of agents in a particular state, and the time that agents spend in these states.
state of each agent, the number of agents in a particular state, and the time that agents spend in these states.
Unified ICM also collects data about call status and activity at each contact center, such as the number of
calls in progress, the number of calls in queue, calls handled, and how calls were routed.
calls in progress, the number of calls in queue, calls handled, and how calls were routed.
These collected data, which are essential to intelligent enterprise routing, are also made available for
enterprise-wide reporting of agent performance, customer experience, and system operations.
enterprise-wide reporting of agent performance, customer experience, and system operations.
This chapter provides a high-level overview of the system components that make up the Unified ICM/CC
architecture and explains how those components are relevant for routing and reporting.
architecture and explains how those components are relevant for routing and reporting.
For clarity, the content and illustrations in this chapter describe the interaction of logical components.
They do not represent physical models, which are typically provisioned in a duplexed manner.
They do not represent physical models, which are typically provisioned in a duplexed manner.
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Reporting Guide for Cisco Unified Intelligent Contact Management and Unified Contact Center Enterprise & Hosted
Release 9.0(1)
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