Installation Guide

The tables in this section provide a discussion on key data ﬁelds in an IPCC Express child’s

Historical reports and similar concepts in an ICM Enterprise parent’ s database Half Hour tables.

For each of the data ﬁelds discussed, a brief explanation is also provided as to the reasons that

contribute to the differences between the two concepts. However, the following reasons apply

to many or all of the data ﬁelds discussed in the table:

1. Timing Differences. There's a fundamental difference in when IPCC Express and ICM

software increment values. IPCC Express increments counts for the interval in which the

call started, not when an event occurred; the ICM software increments counts for the

interval in which the event occurred.

This difference affects all reports with call event data (including completed call statistics)

which on IPCC Express includes CSQ, Application, and Agent reports.

Note: This timing issue is applicable to all data passed from IPCC Express to ICM.

2. Additional Calculations Needed. Many IPCC Express report data will need some sort

of derivation to match corresponding ICM software report data (due to differences in

deﬁnitions and values included on reports). For example, Average Hold Time for IPCC

Express is calculated for incoming calls, only, while Average Hold Time on ICM is

calculated on incoming and outgoing calls. As the ICM software does not display inbound

and outbound hold time separately on a report, you cannot simply visually compare the

reports from the two systems.

Note: Additional Calculations Needed is applicable to values where information is only

available by calculating data from different ﬁelds and/or tables in the ICM database.

3. Difference in Service Level Concept Implementation. Service Level for ICM software

is calculated for Services, not Skill Groups. Service Level in IPCC Express is calculated

for CSQs (which correspond to ICM Skill Groups), not Applications (which correspond

to ICM Services). Since values are not being calculated on equivalent objects, an IPCC

Express Service Level report is not comparable to an ICM Service Level report .

4. Time in Reason Code. One IPCC Express agent report shows time in reason code 0-9 on

separate lines. IPCC Express reports display up to eight Not Ready reason codes in separate

columns. The other reason codes are displayed as a lump sum. (By default, these eight

reason codes will be the ﬁrst eight in numeric order. You can also pick and choose what

are the eight reason codes that they want to see in detail, by going to the Detail tab of the

historical reporting client viewer). The ICM software has reason code on its summary

report but only last reason code received not time in separate reason code buckets.

5. ICM Agent_SkillGroup table. Each row of Agent_Skill_Group_Half_Hour table provides

half-hour statistics for a member of a skill group. If an agent is a member of multiple skill

groups, multiple Agent Skill Group Half Hour rows are created for that agent each half-hour.

6. Short Abandoned Call. IPCC Express does not have a concept equivalent to the ICM

software's short abandoned call concept.

Note: In the tables that follow, any discrepancies that apply to a particular concept will be

noted in the Comments column of that row.

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)

Understanding Reporting in an IPCC Gateway Deployment

Understanding Reporting in the ICM Enterprise Parent and IPCC Express Child Deployment Model