Installation Guide

The following table shows the fields (by metric category) in the Skill_Group_Real_Time table
that affect reporting metrics:
Skill_Group_Real_Time Table and Reporting Metrics
Abandoned MetricsService Level MetricsAt VRU Metrics/
Answered Metrics
Queued Metrics
RouterCallsAbandQTo5ServiceLevelTo5At VRU:CallsQueuedNow
RouterCallsAbandToAgentTo5ServiceLevelCallsTo5None.LongestCallQ
ServiceLevelCallsAbandTo5Answered:RouterCallsQNow
ServiceLevelCallsDequeuedTo5AnswerWaitTimeTo5RouterLongestCallInQ
ServiceLevelRonaTo5CallsAnsweredTo5
ServiceLevelCallsOfferedTo5
The following table shows the fields (by metric category) in the Skill_Group_Half_Hour table
that affect reporting metrics:
Skill_Group_Half_Hour Table and Reporting Metrics
Abandoned MetricsService Level MetricsAt VRU Metrics/
Answered M etrics
Queued Metrics
AbandonRingCallsToHalfServiceLevelHalfAt VRU:CallsQueuedToHalf
AbandonRingTimeToHalfServiceLevelCallsHalfNone.RouterQueueCallsToHalf
RouterCallsAbandQToHalfServiceLevelCallsAbandHalfAnswered:
RouterCallsAbandToAgentHalfServiceLevelCallsDequeuedHalfAnswerWaitTimeToHalf
ServiceLevelErrorHalfCallsAnsweredToHalf
For additional information on the Skill_Group_Real_Time and Call_Type_Half_Hour table
fields, see the Database Schema for Cisco ICM/IPCC Enterprise and Hosted Editions.
Understanding Reporting in the ICM Enterprise Parent and IPCC Enterprise Child Deployment
Model
This section provides information to help you understand the differences between the two levels
of reporting in IPCC Gateway deployments:
•
Reporting on the Enterprise (ICM Enterprise parent)
•
Reporting on the ACD (IPCC Enterprise child)
Cisco IPCC Gateway Deployment Guide ICM/IPCC Enterprise Edition Release 7.0(0), IPCC Express Release 4.0(0) Releases 7.0(0) and 4.0(0)
56
Understanding Reporting in an IPCC Gateway Deployment
Understanding Reporting in the ICM Enterprise Parent and IPCC Enterprise Child Deployment Model