User Guide
Table Of Contents
- Cover Page
- Table of Contents
- List of Figures
- Figure 1 : Central Controller
- Figure 2 : Peripheral and Peripheral Gateway
- Figure 3 : Administrative Workstation
- Figure 4 : WebView Server
- Figure 5 : Diagram of System Components
- Figure 6 : ICM Data Environment
- Figure 7 : Real-Time Data Moves to AW Local Database
- Figure 8 : Icons for Graphs and Tables
- Figure 9 : Deployment with Enterprise Routing
- Figure 10 : Sample Script for Enterprise Routing
- Figure 11 : Script Example for Agent Level Routing
- Figure 12 : Sample Script for Hybrid Routing
- Figure 13 : Agent State and Task State Relationship
- Figure 14 : Sample Routing Script for Information Gathering and Queuing
- Figure 15 : Call Type Data for Calls that Abandon after Call Type is Changed
- Figure 16 : Call Type Data for Calls that Abandon before Call Type is Changed
- Figure 17 : MultiChannel Options
- Figure 18 : Agent State Hierarchy
- Figure 19 : Call Abandoned While On Hold Scenario
- Preface
- Chapter 1: System Architecture and Reporting
- Chapter 2: Understanding Reporting
- Chapter 3: Understanding Routing and Queuing
- Chapter 4: Planning for Reporting
- Planning for Reporting at Unified ICM Setup
- Planning for Your Deployment
- Planning for Configuration and Scripting
- Planning for Agent Reporting
- Planning for Call Types
- Planning for Custom Reporting
- Planning for the HDS
- Planning for Enterprise Routing and Enterprise Reporting
- Planning for Service and Enterprise Service Reporting
- Planning for Service Level
- Planning for Short Calls
- Planning for Skill Groups and Enterprise Skill Groups
- Planning for Transfer and Conference Reporting
- Planning for Translation Routing
- Planning for Unexpected Scripting Conditions
- Planning for VRU Application Reporting
- Chapter 5: Reporting on Agents
- What Agent Data do you Want to See?
- Reporting on Agent Activity in Skill Groups
- Reporting on Agent States
- Reporting on Average Speed of Answer for Agents and Skill Groups
- Reporting on Agent Logout Reason Codes
- Reporting on Agent Not Ready Reason Codes
- Reporting on Agent Task Handling
- Reporting on Agent Performance for Outbound Option Dialing Campaign Calls
- Reporting on Agent Redirection on No Answer
- Reporting on Agent Call Transfers and Conferences
- Reporting on Agent Teams
- Chapter 6: Reporting on Customer Experience
- Chapter 7: Reporting on Operations
- Chapter 8: Reporting in a MultiChannel Environment
- Chapter 9: Sample Call Scenario
- Chapter 10: Reporting Implications of Data Loss and Component Failover
- Chapter 11: Troubleshooting Report Data
- Appendix A: List of All Unified ICM Report Templates
- Appendix B: Reporting Entities and Databases
- Appendix C: Configuration and Scripting for Reporting
- Configuration for Agent Reporting
- Configuring Call Types
- Configuration and Scripting for Conferences and Transfers
- Configuring Services and Enterprise Services
- Configuring and Scripting for Service Level Threshold and Type
- Configuring Short Calls
- Configuring Skill Groups and Enterprise Skill Groups
- Configuration and Scripting for the VRU
- Configuring Translation Routes
- Index
Two Distributor Admin Workstations are typically set up as HDS machines. A similar
fault-tolerant strategy applies to the HDS—when the primary HDS fails, the client Admin
Workstation automatically switches over to use the backup HDS.
Each Historical Data Server (HDS) is connected to a single Logger.
Sections in both Chapter 1 (page 8) and Chapter 2 (page 21) discuss the relationship between
the Logger and historical data.
Understanding Recovery and Replication
Recovery Keys
The recovery key is the base key for all historical data tables. This key is always incremented
by 1 before a new record is inserted into any historical table.
In a duplex configuration, the Logger that finishes initializing first is designated the primary
Logger (although both the Loggers are always active and working in parallel). The recovery
key is always initialized by the primary Logger. The recovery key is based on the current GMT
date and time and always has a value greater than any previous value generated. This helps the
recovery process to keep the Loggers in sync.
The replication process may have a latency of about one to five minutes because the Logger
replicates data table-by-table on the HDS.
Temporary Tables
Each historical table on the Logger Central Database has two corresponding temporary tables
that act as buffers to incoming historical data. As they have minimal indexes, the temporary
tables speed up the process of inserting data into the corresponding actual table in the Logger
Central Database.
Recovery Process
As the incoming historical data is written to the corresponding temporary tables by the Logger,
the Recovery process reads the data from the temporary tables and performs a bulk insert
operation of up to 2000 records into the actual historical tables.
In a duplex configuration, the recovery process keeps the historical data on the two Loggers in
sync, using the Recovery Keys. The historical data between the Loggers is synced directly using
actual tables; temporary tables are not used by the recovery process.
Replication
The Replication process is responsible for replicating data that has been committed to the Logger
Central database to the HDS database.
The Replication mechanism consists of two processes: the Replication Server Process that runs
on the Logger and the Replication Client Process that runs on the Distributor on which HDS
has also been installed.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 10: Reporting Implications of Data Loss and Component Failover
Data Flow from Logger to Historical Data Server