Installation Guide

under different deployment models used for Unified CCE. A Unified CCE with IPCC System
PG is the only supported deployment model for the IPCC Gateway feature.
The presence of an IPCC Enterprise Gateway PG does not affect the reports on the ACD level;
you would run Unified CCE reports on the child to monitor the state of the ACD (child) system.
However, to get enterprise-level reporting across Unified CCE children (ACDs) you need to
run Unified ICME reports at the Unified ICME parent.
The following table provides a brief outline of the reporting options on the parent and child
systems for each IPCC Enterprise Gateway deployment model.
Table 10: Reporting Options, IPCC Enterprise Gateway Deployment Model
CaveatsChild ReportingParent ReportingDeployment Model
The Agent and Skill Group
reports on the Unified
Each Unified CCE with an IPCC
System PG child system has its
The Unified ICME parent has its
own reporting components, such
Unified ICME parent/
Unified CCE with an
IPCC System PG ICME parent do not reflectown individual reportingas Historical Data Server (HDS),
reporting statistics for thecomponents (HDS/AW/
WebView).
Admin Workstation (AW) and
WebView.
Note:
Outbound Option dialer,
and Multimedia (Email,
Local site-level supervisors and
call center managers can use
Regional or call center managers
can use "ICM Templates"
• Can have more than
one child; Unified
ICME treats each
Single Session Chat,
Multi-Session Chat and
Blended Collaboration)
"IPCC Templates" WebView
Reports on each Unified CCE
WebView Reports on the
Unified ICME parent for
child as a separate
ACD.
tasks that are handled by
agents in the Unified CCE
child.
with an IPCC System PG child
for local agent performance and
customer experience
measurement.
enterprise-wide reporting across
multiple Unified CCE with
IPCC System PG children.
• For details on this
model, see Chapter 1.
Outbound Option reports at
the Unified ICME parent;
WebView will not reflect
Outbound Dialer Campaign
or Dialer statistics that are
reported on the child.
In this deployment the child
Unified CCE System has
The receiving Unified CCE
system has its own component
Each Unified ICME parent has
its own reporting components.
Multiple Unified ICME
(parents) connected to
two peripherals (IPCC(HDS/AW/WebView) andFor example, each OutsourcerSingle Unified CCE
System PGs) each talkingprovides reporting on agenthas its own individual Unifiedsystem through
to different Unified ICME
parents.
performance and customer
experience on calls routed to the
ICME parent with its own
reporting components
individual IPCC System
PGs; for example,
Unified CCE child from multiple
Unified ICME parents.
(WebView). The outsourcer can
use "ICM Templates" in
multiple Outsourcers
sending calls from their
Note: The child Unified
CCE should not set up call
WebView to see information onUnified ICME parent to
types that span the two
peripherals.
the call it sends to the Unified
CCE child (Provider). Each
Unified ICME parent can only
a single Unified CCE
child (Provider).
Note: For details see
Chapter 1.
see reporting information that is
associated with its own IPCC
Enterprise Gateway PG.
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