Installation Guide

Table 8: Skill_Group_Real_Time Table and Reporting Metrics
Abandoned MetricsService Level MetricsAt VRU Metrics/
Answered Metrics
Queued Metrics
RouterCallsAbandQTo5ServiceLevelTo5At VRU:CallsQueuedNow
RouterCallsAbandToAgentTo5ServiceLevelCallsTo5None.LongestCallQ
ServiceLevelCallsAbandTo5Answered:RouterCallsQNow
ServiceLevelCallsDequeuedTo5AnswerWaitTimeTo5RouterLongestCallInQ
ServiceLevelRonaTo5CallsAnsweredTo5
ServiceLevelCallsOfferedTo5
The following table shows the fields (by metric category) in the Skill_Group_Half_Hour table
that affect reporting metrics:
Table 9: Skill_Group_Half_Hour Table and Reporting Metrics
Abandoned MetricsService Level MetricsAt VRU Metrics/
Answered M etrics
Queued Metrics
AbandonRingCallsToHalfServiceLevelHalfAt VRU:CallsQueuedToHalf
AbandonRingTimeToHalfServiceLevelCallsHalfNone.RouterQueueCallsToHalf
RouterCallsAbandQToHalfServiceLevelCallsAbandHalfAnswered:
RouterCallsAbandToAgentHalfServiceLevelCallsDequeuedHalfAnswerWaitTimeToHalf
ServiceLevelErrorHalfCallsAnsweredToHalf
For additional information on the Skill_Group_Real_Time and Call_Type_Half_Hour table
fields, see the Database Schema for Cisco ICM/IPCC Enterprise and Hosted Editions.
Understanding Reporting in the Unified ICME Parent and Unified CCE Child Deployment Model
This section provides information to help you understand the differences between the two levels
of reporting in IPCC Gateway deployments:
•
Reporting on the Enterprise (Unified ICME parent)
•
Reporting on the ACD (Unified CCE child)
Note: In the Unified ICME parent with Unified CCE child deployment model, it is important
to pay close attention to comments in the IPCC Enterprise Reporting Guide regarding Unified
CCE with System PG. These comments highlight the differences in reporting data collection
Cisco IPCC Gateway Deployment Guide for Unified ICME, Unified CCE, and Unified CCX, Enterprise Releases 7.2(1) and Express Release 5.0(1)
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Chapter 4: Understanding Reporting in an IPCC Gateway Deployment
Understanding Reporting in the Unified ICME Parent and Unified CCE Child Deployment Model