Installation Guide

Comment(s)Unified ICME Database Similar
Concept(s)
Unified CCX Report
Definition
Unified CCX Application
Report
(Found on Agent Summary
Report.)
Agent_Skill_Group_
Half_Hour.CallsHandledToHalf -
The number of inbound ACD calls
that have been answered and have
completed wrap-up by agents in the
skill group during the half-hour
interval.
Agent_Skill_Group_
Half_Hour.RedirectNoAnsCallToHalf-
During the half-hour interval, the
number of ACD calls to the skill
group that rang at an agent's terminal
and redirected on failure to answer.
The value is counted at the time the
call is diverted to another device, and
the database is updated every half
hour.
Agent_Skill_Group_
Half_Hour.AbandonRingCallsToHalf-
During the half-hour interval, the total
number of ACD calls that abandoned
while ringing at an agent's position.
The value is incremented at the time
the call disconnects.
Timing differences will
exist.
While there is no specific closest
concept on Unified ICME, you can
Total talk time for agent on
all calls during the report
period.
Talk Time
(Found on Agent Detail
Report.)
look collectively at the following
concepts:
Agent_Skill_Group_
Half_Hour.TalkInTimeToHalf-
The number of seconds an agent
associated with this skill group spent
talking on inbound ACD calls
(neither internal nor outbound) during
the half-hour interval. TalkInTime is
included in the calculation of
TalkTime and LoggedOnTime.
Agent_Skill_Group_Half
_Hour.TalkOutTimeToHalf -
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