Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Da Instalação

Detail, Agent Login Logout Detail, Agent Not
Ready Reason Code, Agent State Detail Report,

at the ICM Enterprise
parent.

and Agent State Summary Reports) provided
in the CRS Historical Reporting Client.

Use CSQ Reports (such as Common CSQ
Activity Report, Contact Service Queue

"ICM Templates" in Skill
Group WebView Report

Measuring
performance of

Activity Report, CSQ Call Distribution

category at ICM Enterprise
parent.

agents with
similar skills

Summary Report, Contact Service Queue
Activity Report, and CSQ Agent Summary
Report) to measure queue statistics, call counts,
and durations associated with each CSQ.

Use Application Reports (such as Application
Performance Analysis, Application Summary

Primarily use "ICM
Templates" in Services

Measuring
customer
experience

Analysis, and Called Number Summary

WebView Report category
at ICM Enterprise parent.

Analysis) to measure Application performance
through call counts and durations.

Note: Use IPCC Express reports for local ACD reporting and use ICM reports for enterprise-wide
reporting. For additional discussion on reporting at the ICM Enterprise parent, see "Using ICM
Enterprise Reporting to Manage Agents and Measure Customer Experience". For details about
all of the IPCC Express reports, see the Cisco CRS Historical Reports User Guide.

Understanding Similar Data Concepts in IPCC Express Child and ICM Enterprise Parent Database Tables

This section describes the relationship between customer experience data available at the ICM
Enterprise parent and the IPCC Express child. It discusses data concepts at the ICM Enterprise
parent and corresponding similar concepts at the IPCC Express child.

Note: "Similar concept" in this discussion means "closest in meaning"; it does not imply an
absolute match.

IPCC Express-related data appearing in ICM Enterprise parent database tables and WebView
reports will not be identical to the data appearing in the IPCC Express child database and
Historical Client Reports. This occurs for a variety of reasons, the most significant of which is
the different methods IPCC Express and ICM use to store and calculate data:

Methods IPCC Express and ICM Use to Store and Calculate Data

Data presented in WebView Reports is stored
in half hour summary database tables.

Data presented in Historical Reports is stored
in a detailed record database.

Data presented in ICM Enterprise parent
reports is already aggregated in half hour
tables in the database.

Data presented in IPCC Express reports is
aggregated and calculated from detailed records
when the report is generated.

Note: For a complete discussion of the key reasons behind the different reporting data, see

.

Cisco IPCC Gateway Deployment Guide ICM/IPCC Enterprise Edition Release 7.0(0), IPCC Express Release 4.0(0) Releases 7.0(0) and 4.0(0)