Installation Guide

CommentsChild: Call_Type_Real_TimeParent: Service_Real_Time
See Note 1.RouterCallsAbandQTo5CallsAbandQTo5
See Note 1.RouterCallsAbandQTodayCallsAbandQToday
CallsAnsweredHalfCallsAnsweredHalf
CallsAnsweredTo5CallsAnsweredTo5
CallsAnsweredTodayCallsAnsweredToday
CallsHandledHalfCallsHandledHalf
CallshandledTo5CallsHandledTo5
CallsHandledTodayCallsHandledToday
CallsOfferedHalfCallsOfferedHalf
CallsOfferedTo5CallsOfferedTo5
CallsOfferedTodayCallsOfferedToday
See Note 1.DelayQAbandTimeTo5DelayQAbandTimeTo5
HandleTimeHalfHandleTimeHalf
HandleTimeTo5HandleTimeTo5
HandleTimeTodayHandleTimeToday
HoldTimeHalfHoldTimeHalf
HoldTimeTo5HoldTimeTo5
HoldTimeTodayHoldTimeToday
CallsRONAHalfRedirectNoAnsCallsHalf
CallsRONATo5RedirectNoAnsCallsTo5
CallsRONATodayRedirectNoAnsCallsToday
TalkTimeHalfTalkTimeHalf
TalkTimeTo5TalkTimeTo5
TalkTimeTodayTalkTimeToday
Note 1: Any condition on the child causing the call to terminate while in queue is documented
in this field in the database schema. (The child Call Type reports have more granularity with
regard to "error" calls, etc.)
About Service Levels on the Unified CCE Child and Unified ICME Parent
The service level data collected and presented in reports on the Unified CCE child system will
differ from service level data in reports on the Unified ICME parent. This happens because:
•
At the Unified CCE child, service level data is collected and presented in Call Type and Skill
Group database tables and reports.
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