Installation Guide

CaveatsChild ReportingParent ReportingDeployment Model
The statistics reported on
the Unified ICME parent
To measure agent performance
and customer experience at the
ICM Enterprise parent has its
own reporting components
A Unified ICME parent
deployed with a Unified
might differ for thelocal site, local site-level(WebView). Regional or centralCCE child with System
different ACDs (Unifiedsupervisors and call centercall center managers can usePG, TDM ACD through
CCE, Unified CCX, or
TDM ACD).
managers can use reporting
capabilities on local ACD or
contact center site.
"ICM Templates" WebView
Reports on the Unified ICME
parent for consolidated
respective ACD PG, and
a Unified CCX at the
same time.
enterprise-wide reporting across
Unified CCE child site-level
supervisors can use "IPCC
Unified CCE child, various
TDM ACD peripherals, and
Unified CCX child.
Templates" WebView Reports
on each Unified CCE with an
IPCC System PG child.
Unified CCX child site-level
supervisors can use Historical
Reporting Client on the Unified
CCX child.
TDM ACD site-level supervisors
can use the reporting capabilities
available on their TDM ACD.
Naming Conventions for Mapping on the Parent
Mapping is the method that IPCC Gateway uses to manage data that the child system delivers
to a parent system. Mapping occurs during the autoconfiguration process. Unified ICME uses
naming conventions to assist in tracking data mapping between parent and child systems.
If you are deploying an IPCC Gateway system, in which Unified CCE appears as an ACD to a
parent Unified ICME system, limit the number of characters in the names of agents, skill groups
and call types on the child Unified CCE System. When these names are passed to the parent
ICM Enterprise during autoconfiguration, Unified ICME/Unified CCE software configures the
name such as (Parent)Peripheral.EnterpriseName +"."+
(Child)Skill_Group.PeripheralName. If the configured name exceeds 32 characters, it
is automatically truncated and the name of the skill group, agent, or call type is replaced with
a number on the Unified ICME system. This means that you will not be able to find the name
in reports run on the Unified ICME system.
The following list provides the mapping naming convention syntax descriptions for each data
entity using the example of a Peripheral.EnterpriseName value of IPCC1:
•
Skill Group
Default syntax (under 32 characters): (Parent)Peripheral.EnterpriseName+"."
+(Child)Skill_Group.PeripheralName
Example: IPCC1.Sales
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