User Guide

Half-hour Boundary Issues
Counts that would typically match up for a day, such as CallsOffered and CallsHandled, might
not always match up over specific half-hour intervals. This is because the counts for some data
elements might be increased across half-hour boundaries.
Consider this example: at 8:55, a call comes in to the contact center and is answered by an agent.
The agent completes the call at 9:05.
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In the historical database, the call is counted as offered in the 8:30:00 to 8:59:59 interval.
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The call is counted as handled in the 9:00:00 to 9:29:59 interval.
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If you run a report for the 9:00:00 to 9:29:59 interval, it appears that tasks handled does not
equal tasks offered for the interval.
You also might notice that tasks offered does not equal task abandoned + tasks handled for a
half-hour interval. Tasks offered reflects the number of calls and tasks that were offered to
agents in this interval, while tasks handled and tasks abandoned might include calls that were
offered in the last interval and completed in this interval. Some historical report templates group
statistics into "Completed Tasks" to indicate that the statistics represent all calls and tasks that
completed in this half-hour interval.
In general, half-hour boundary issues are reduced if you run daily reports. However, if your
contact center runs 24 hours a day, you might still notice half-hour discrepancies for the 11:30:00
to 11:59:59 and 12:00:00 to 12:29:59 intervals.
Skill Group and Enterprise Skill Group Reports
You can expect double counting in Enterprise Skill Group reports when a call is queued to
multiple skill groups on the same peripheral, and those skill groups are associated with the same
Enterprise Skill Group.
See also Planning for Enterprise Skill Group Reporting (page 72).
Call Type and Skill Group/Service Reports
Do not compare Call Type reports to Skill Group or Service reports. Skill Group and Service
reports might have statistics for calls that were routed directly to the ACD and not routed by
Unified ICM.
Certain statistics are computed differently when Enterprise queue are used. See Chapter 3 (page
37).
In Unified ICME 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.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 2: Understanding Reporting
Comparing Data across Reports