Installation Guide

Comment(s)Unified ICME Database Similar
Concept(s)
Unified CCX Report
Definition
Unified CCX Application
Report
The number of seconds an agent
associated with this skill group spent
talking on external outbound or
consultive transfer calls during the
half-hour interval. TalkOutTime is
included in the calculation of
TalkTime and LoggedOnTime.
Agent_Skill_Group_Half
_Hour.TalkOtherTimeToHalf-
The number of seconds that an agent
in the skill group spent talking on
other calls (neither inbound or
outbound) during the half-hour
interval. Examples: Agent-to-agent
transfers and supervisor calls.
TalkOtherTime is included in the
calculation of TalkTime and
LoggedOnTime.
Timing differences will
exist.
The closest concept on Unified ICME
is
Total hold time for agent on
all calls during the report
period.
Hold Time
(Found on Agent Detail
Report.) Agent_Skill_Group_Half
_Hour.HoldTimeToHalf,
which is the number of seconds where
all calls to the agent are on hold
during the half-hour interval.
HoldTime is counted only while the
agent is doing no other call-related
activity. HoldTime is included in the
calculation of LoggedOnTime.
Timing differences will
exist.
The closest concept on Unified ICME
is a combination of the following:
Total work time for agent
on all calls during the report
period.
Work Time
(Found on Agent Detail
Report.) Agent_Skill_Group_Half
_Hour.WorkReadyTimeToHalf -
Total seconds an agent in the skill
group was in the Work Ready state
for tasks associated with this skill
group that ended during the half-hour
interval. WorkReadyTime is included
in the calculation of LoggedOnTime.
Agent_Skill_Group_Half
_Hour.WorkNotReadyTimeToHalf-
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