Installation Guide

Comment(s)Unified ICME Database Similar Concept(s)Unified CCX Report DefinitionUnified CCX
Application
Report Concept
AnswerWaitTimeToHalf /Service_Half_Hour.
CallsAnsweredToHalf.
Timing differences
will exist.
The closest concept on Unified ICME is
Service_Half_Hour.AvgTalkTimeToHalf,
Average talk time for calls
connected to agents. This value
Average Talk
Time
which is the average task time in HH:MM:SSis calculated as total talk time
(Found on
Application
(hours, minutes, seconds) for tasks associated
with the service ending in the half-hour interval.
divided by number of calls
handled.
Summary
Report.) Note: This value does not
include any time spent in the
Work agent state.
Measuring Agent Performance
Agent reports provide key statistics that help call center managers measure performance of
individual agents at the Unified CCX child. At the Unified ICME parent, customer experience
data is stored in a variety of Agent tables (such as Agent_Half_Hour and
Agent_Skill_Group_Half_Hour tables.)
Note: The "Enable Agent Reporting" checkbox on the Unified ICME parent PG Explorer's
Agent Distribution tab must be set, otherwise, the Agent_Skill_Group_Half_Hour and
Agent_Half_Hour tables will not get populated.
The following table provides a sample of key agent performance data presented in Agent Reports
at the IPCC Express child and similar concepts in Agent tables at the Unified ICME parent.
Note: Calls not associated with a CSQ on the Unified CCX child will not pass on to the Unified
ICME parent Agent reports. If a CSQ is not involved in the call--for example, in the case of
direct-dialed, agent-to-agent, outbound, ABR (agent-based routing), or AA (autoattendant)
calls--then no data will be added to the Agent_Skillgroup_Half_Hour table.
Table 17: Measuring Agent Performance: Unified CCX Agent Call Counts and Durations
Comment(s)Unified ICME Database Similar
Concept(s)
Unified CCX Report
Definition
Unified CCX Application
Report
Timing differences will
exist.
The closest concept on Unified ICME
is
Number of calls that
answered by agent.
Calls Handled
(Found on Agent Summary
Report.) Agent_Skill_Group_Half _Hour.
CallsHandledToHalf.
The total number of tasks handled by
the agent in the half hour interval.
Timing differences will
exist.
While there is no specific closest
concept on Unified ICME, you can
look collectively at the following:
Number of calls sent to an
agent, regardless of whether
the agent answered or not.
Calls Presented
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 CCX Child Deployment Model