User Guide

System Architecture and Reporting
Cisco Unified ICM software distributes incoming telephone calls and web-initiated requests to
the appropriate available agent across multiple contact centers.
It does this by tracking activity on all monitored devices. This includes tracking the current call
handling state of each agent, the number of agents in a particular state, and the time that agents
spend in these states.
Unified ICM also collects data about the call status and activity at each contact center, such as
the number of calls in progress, number of calls in queue, calls handled, and how calls were
routed.
These collected data, which are essential to intelligent enterprise routing, are also made available
for enterprise-wide reporting of agent performance, customer experience, and system operations.
This chapter provides a high-level overview of key system components that make up the Unified
ICM architecture and explains how those components are relevant for routing and reporting.
Note: For clarity, the content and illustrations in this chapter describe the interaction of logical
components. They do not represent physical models, which are typically provisioned in a
duplexed manner.
Note also that the terms 'call', 'task', and 'contact' are used generically and interchangeably
throughout this guide to refer to traditional telephone calls as well as to communications such
as e-mails and text chats from Cisco multi-media channels.
This chapter contains the following topics:
•
Central Controller, page 8
•
Peripherals and Peripheral Gateways, page 9
•
Administrative Workstations, page 15
•
Historical Data Server, page 16
•
WebView Server, page 17
•
Agent/Supervisor Desktops, page 18
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
7
Chapter 1