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

counts in summary tables for different time intervals and accesses these up to date values
when compiling data for WebView reports.

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Timing differences. Time differences between Unified ICME parent and Unified CCX child
can also result in differences in data at the parent and child reports. For example, Unified
CCX half-hour reports can differ depending on when a report is run. This is due to values
being updated in a start-time bucket after a call finishes. Such timing issues are more
pronounced for Unified CCX short-interval (half-hour) reports. In addition, Unified CCX
implements a five-second delay for call handled so the script can finish; data is written to
the Unified CCX database, but the event is not sent for another five seconds. There is also
the potential for timing synchronization problems between Unified CCX writing to its database
and the IPCC Express Gateway PIM sending event data to the Unified ICME system.

For example, if a half-hour report were run on the Unified CCX child system for time period
8:00 to 8:30, then no counts for the example call would be included in that report. This is
caused by the Unified CCX database updating only after the call completes; therefore, no
call events are written to the Unified CCX database yet. Also note that when the call completes,
all counts are updated for the time period in which the call starts, regardless of when the call
completes. This results in report values that differ from the previously run report even though
the report was generated for the same time period.

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Different methods of measuring and storing data. For example, Unified CCX stores
conference calls data as one call segment, although individual agents’ time is stored in a
separate table (ACDR), and Unified ICME stores as separate call segments so work time for
each agent can be stored.

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Different Reason Code processing. One Unified CCX agent report shows eight separate
reason code slots on separate lines, The numbers on the reports are place holders and the
actual reason codes being used are dynamically extracted from the database. Unified ICME
includes a reason code on its summary report. However, this is only the last reason code
received, not the time in separate reason code buckets.

Note: For information on interpreting the data on the Enterprise (parent) level, see IPCC
Enterprise Reporting Guide. For information about reporting on the Unified CCX child, see
Cisco CRS Historical Reports User Guide, Cisco CRS Historical Reporting Administrator and
Developer Guide, and Cisco CRS Database Schema.

Agent States on the Unified CCX Child and the Unified ICME Parent

The Unified CCX child passes agent state information to the Unified ICME parent for use in
the Agent_State_Trace table, only. (This is in contrast the Unified ICME parent, which uses
agent state information in several tables.) This table tracks detail on historical agent-state changes.

Note: The Agent State Trace data is not turned on by default; use the ICM Configuration
Manager to turn on this option. Enable the Agent State Trace option can have a negative effect
on your system, as it causes the generation of a large amount of historical data. It is recommended
that you only enable this option for a small subset of your agents and only for a limited amount
of time.

Cisco IPCC Gateway Deployment Guide for Unified ICME, Unified CCE, and Unified CCX, Enterprise Releases 7.2(1) and Express Release 5.0(1)