Installation Guide

Comment(s)Unified ICME Database Similar
Concept(s)
Unified CCX Report
Definition
Unified CCX Application
Report
Total time in seconds an agent
associated with this skill group was
in the Work Not Ready state during
the half-hour interval.
WorkNotReadyTime is included as
in the calculation of LoggedOnTime.
Table 18: Measuring Agent Logging Activity and State Information
Comment(s)Unified ICME Services Similar Concept(s)Unified CCX Report DefinitionUnified CCX
Application Report
Timing
differences
will exist.
The closest concept on Unified ICME is
Agent_Half_Hour.
Agent_Logout.LogoutDateTime, which is the
Date and time that the agent
logged out of the Unified CCX
system. If this information is
Logout Date Time
(Found on Agent
Login/Logout Detail
Report.)
Central Controller date and time when the agent
logged out.
preceded by a greater-than sign
(>), the agent was still logged in
at the end time of the data in the
report.
Timing
differences
will exist.
The closest concept on Unified ICME is
Agent_Half_Hour.
Agent_Logout.LoginDuration, which is the
number of seconds the agent was logged in.
Elapsed time between the Login
Time and the Logout Time.
Login Duration
(Found on Agent
Login/Logout Detail
Report.)
Timing
differences
will exist.
The closest concept on Unified ICME is
Agent_Half_Hour.Agent_Logout.ReasonCode,
which is the Reason code returned by the
peripheral for the agent logout.
Numeric reason code that the
agent enters when the agent logs
out from the Cisco Agent
Desktop.
Logout Reason Code
(Found on Agent
Login/Logout Detail
Report.)
Note: A value of 0 indicates that
no logout reason code is
configured or that the agent was
unable to enter a reason code.
Measuring Skill Group Performance
CSQ reports provide key statistics that help call center managers measure performance of
individual contact service queues at the Unified CCX child. At the Unified ICME parent, skill
group performance data is stored in Skill_Group_ Half Hour tables.
The following table provides a sample of key CSQ performance data presented in CSQ Reports
at the Unified CCX child and similar concepts int Skill_Group_Half Hour tables at the Unified
ICME parent.
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