Installation Guide

Note: The "Enable Agent Reporting" checkbox on the ICM Enterprise parent PG Explorer's
Agent Distribution tab must be set, otherwise, the Agent_Skill_Group_Half_Hour and
Agent_Half_Hour tables will not get populated.
The following table provides a sample of key agent performance data presented in Agent Reports
at the IPCC Express child and similar concepts in Agent tables at the ICM Enterprise parent.
Note: Calls not associated with a CSQ on the IPCC Express child will not pass on to the ICM
Enterprise parent Agent reports. If a CSQ is not involved in the call--for example, in the case
of direct-dialed, agent-to-agent, outbound, ABR (agent-based routing), or AA (autoattendant)
calls--then no data will be added to the Agent_Skillgroup_Half_Hour table.
Measuring Agent Performance: IPCC Express Agent Call Counts and Durations
Comment(s)ICM Database Similar Concept(s)IPCC Express
Report Definition
IPCC Express
Application
Report
Timing
differences
will exist.
The closest concept on the ICM is
Agent_Skill_Group_Half_Hour.CallsHandledToHalf.
The total number of tasks handled by the agent in the half hour
interval.
Number of calls
that answered by
agent.
Calls Handled
(Found on Agent
Summary
Report.)
Timing
differences
will exist.
While there is no specific closest concept on the ICM, you can
look collectively at the following:
Agent_Skill_Group_Half_Hour.CallsHandledToHalf - The
number of inbound ACD calls that have been answered and have
Number of calls
sent to an agent,
regardless of
whether the agent
answered or not.
Calls Presented
(Found on Agent
Summary
Report.)
completed wrap-up by agents in the skill group during the half-hour
interval.
Agent_Skill_Group_Half_Hour.RedirectNoAnsCallToHalf-
During the half-hour interval, the number of ACD calls to the skill
group that rang at an agent's terminal and redirected on failure to
answer. The value is counted at the time the call is diverted to
another device, and the database is updated every half hour.
Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf-
During the half-hour interval, the total number of ACD calls that
abandoned while ringing at an agent's position. The value is
incremented at the time the call disconnects.
Timing
differences
will exist.
While there is no specific closest concept on the ICM, you can
look collectively at the following concepts:
Agent_Skill_Group_Half_Hour.TalkInTimeToHalf- The number
of seconds an agent associated with this skill group spent talking
Total talk time for
agent on all calls
during the report
period.
Talk Time
(Found on Agent
Detail Report.)
on inbound ACD calls (neither internal nor outbound) during the
half-hour interval. TalkInTime is included in the calculation of
TalkTime and LoggedOnTime.
Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf - The
number of seconds an agent associated with this skill group spent
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)
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Understanding Reporting in an IPCC Gateway Deployment
Understanding Reporting in the ICM Enterprise Parent and IPCC Express Child Deployment Model