Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador

interval. The completed half-hour interval is the time period falling between xx:00:00 and xx:29:59, or
xx:30:00 and xx:59:59.

Half-hour data is populated in the database only for completed half-hour intervals. For example, if a call
is offered at 15:47:00, it will be counted as an offered call in the 15:30:00 to 15:59:59 half-hour interval.
Data for this half-hour interval is not written to the database until the interval is complete (for example
16:00:00). Therefore, the latest calls offered half-hour data is available for the previous completed
half-hour interval (that is, the 15:00:00 to 15:29:59).

When running reports, you might compare data within a report and across reports. This section explains
how you should compare data and describes issues that you might encounter when comparing data that
should not be compared because of configuration, scripting, or when the records are written.

Data in real-time and historical records should not be compared. Counts in real-time data (for example
CallsHandledTo5) do not match up with counts in the historical half-hour records (for example,
CallsHandledToHalf) because the real-time data is moved to the historical database at the end of each
half-hour interval.

Consider this example, at 8:55 a call comes into the contact center and is answered by an agent. The
real-time count for CallsAnswered would be increased by one (+1). However, the answered call would
not be populated in the half-hour data until 9:00, when the half-hour interval ends. Therefore, between
8:55 and 9:00 the real-time data would show the answered call, but the half-hour data would not because
the latest data in the historical database is for the 8:00 to 8:29:59 interval.

In ICM Enterprise with ACD environments, services define call treatment. All skill groups belong to
specific services and, therefore, skill group data rolls up to the service. Reports for services provide call
treatment information for all of the skill groups assigned to those services.

In IPCC Enterprise systems, call types define call treatment and provide the types of statistics that services
provide in ACD environments. However, skill groups are associated with call types only through routing
scripts; they are are not assigned to call types through static configuration. In routing scripts, you first
determine the call type of a call then base routing decisions on which skill groups are capable of handling
that type of call. You can assign multiple skill groups to a call type in a routing script and can assign a
skill group to multiple routing scripts for different call types. Therefore, there is not necessarily a 1:1
relationship between call types and skill groups.

You might notice that data for a call type and the skill group(s) related to the call type through a routing
script do not match. If a skill group is used in multiple scripts, reporting for that skill group includes data
for all of the call types to which it is assigned. If a call type routes to multiple skill groups, data for the
call type is distributed among those skill groups.

You should compare call type and skill group records only if all of the following are true:

•

There is a 1:1 correlation between a call type and skill group. Your routing script cannot queue to
two skill groups simultaneously if you want a 1:1 correlation. This 1:1 correlation is not a useful
configuration; in production environments, the routing scripts might queue to multiple skill groups,
and an individual skill group might be used in several scripts that are associated with different call