Installation Guide

The two systems count the events in different ways: Unified CCX counts Offered, RONA,
Answered, and Handled in the 7:30:00-8:00 interval. ICM counts Offered in the 7:30-8:00
interval, RONA and Answered in the 8:00-8:30 interval, and Handled in the 8:30-9:00 interval.
This means that all completed call and event information currently calculated on Unified
CCX reports will not match equivalent matrixes on Unified ICME reports.
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Differences in configuration of parent and child systems. Although IPCC Gateway
minimizes this issue, discrepancies between Unified CCX child and Unified ICME parent
configuration settings can lead to reporting discrepancies.
•
Differences in supported concepts. Differences in supported concepts can result in
differences between Unified ICME parent and Unified CCX child reporting data as well as
the amount of data available at the Unified ICME parent and the Unified CCX child to
measure agent performance and measure customer experience.
For example:
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IPCC Express does not support the concept of short calls; ICM software does support it.
Therefore, if a Short Call interval is configured at the ICM Enterprise parent, abandon call
counts at the ICM Enterprise parent will not reflect calls abandoned in the Short Call time
interval. (The IPCC Express child system will reflect all abandon call counts.)
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Unified CCX uses CSQ Call Priority and Abandon/Answer Distribution Reports to measure
CSQ performance and customer experience. However, Unified ICME does not support
these concepts; therefore this Unified CCX child data will not be available at the Unified
ICME parent for enterprise-wide reporting.
–
While Unified CCX does support the concept of agent states, Unified CCX does not contain
as many state options as Unified ICME. In addition, some similarly named agent states
might not have the same definition on both the child and parent systems. (For more
information, see "Agent States on the Unified CCX Child and Unified ICME Parent".
•
Differences in terminology and definitions of data schema fields. On the surface, database
naming conventions might appear to be the same but, in fact, are not. Each system might use
different criteria to evaluate what constitutes an offered call. This means that the Unified
CCX child system OfferedCalls data element might not be the same as the Unified CCE
parent Offered Calls data element.
•
Differences in implementation of similar concepts in parent and child systems. For
example, in a Unified CCX child system, Service Levels are implemented as CSQ (“Skill
Group”) and are used to measure the ability of agents in various CSQ to meet service level
targets. In a Unified ICME parent system, Service Levels are implemented at Services and
are used to measure the customer experience relative to Service Level thresholds independent
of which CSQ responded to those calls.
Note: It is important to understand that data in Unified CCX and Unified ICME is stored
and processed differently to populate reports. Unified CCX database stores detail records,
and calculated matrices on Unified CCX reports are computed at run time based on requested
time intervals input by the user. The Unified ICME parent system on the other hand increments
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