Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador
Data Comparisons
When running reports, you might compare data within a report and across reports. This section
explains how you compare data and describes issues that you might encounter when comparing
data that not be compared because of configuration, scripting, or when the records are written.
explains how you compare data and describes issues that you might encounter when comparing
data that not be compared because of configuration, scripting, or when the records are written.
Real-time and Historical Record Comparison
Data in real-time and historical records 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.
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.
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.
Call Type and Skill Group Record Comparison
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.
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 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.
that services provide in ACD environments. However, skill groups are associated with call types
only through routing scripts; they 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.
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 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 types. For example, if you configure a separate call type for
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 types. For example, if you configure a separate call type for
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)
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Chapter 2: Understanding Cisco IPCC Reporting Architecture
Data Comparisons