Cisco Packaged Contact Center Enterprise Reporting User Guide, Release 10.0(1)
Report data collection
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Report data collection

Real time data collection

Real time data is stored on the Unified CCE Data Server and optional AW-HDS-DDS. Old real time data is constantly overwritten by new real time data. No history is kept. Real time data is stored in data fields that reflect four time increments, as described in the following table:

Table 1 Real time data time increments

Real time data time increments

Description

Half

"Half" values contain a value for the current half-hour. Real time half-hour values are not affected by Interval configuration. That is, if you set the historical reporting interval to 15 minutes, the Half values in real time tables represent the current half-hour time period falling between xx:00:00 and xx:29:59, or xx:30:00 and xx:59:59.

For example, if it is currently 09:18:33, the CallsOfferedHalf column in the Call_Type_Real_Time table contains a value that reflects the first 18 minutes and 33 seconds of the specific half-hour. When a new half-hour begins, at time 09:00:00 or 09:30:00, the database element is reset to zero.

Now

"Now" contains a snapshot of the activity at a particular instant (the last check).

For example, Packaged CCE software tracks CallsQNow, which is the number of calls currently in queue for a route. When a call is answered, the CallsQNow count is reduced immediately by one (-1) because the call has left the queue. This change is seen at the next real time update for reports that query for that value.

To5

The "To5" values track data on a rolling five-minute basis. The rolling five-minute data employs a "sliding" five-minute window.

Today

Contains the counts since midnight for each value

Live Data data collection

In contrast to Real Time data collection (see Real time data collection), in which reporting data is written to the Unified CCE Data Server and queried periodically by the Unified Intelligence Center, the Live Data mechanism continuously processes agent and call events from the peripheral gateway and the router, and publishes data directly to Unified Intelligence Center. The Live Data system continuously pushes only changed data to the reporting clients without the delay of writing to, and reading from the database. As a result, the reporting clients receive updates to individual values in the Live Data report as the changes occur and at much faster refresh rates than in the Real Time data flow.

The new Agent Live Data report template takes advantage of the Live Data service.

The Real Time data flow is still used to support other stock and custom reports.

Live Data is stream processing system which aggregates and processes the events in-stream and publishes the information. Unified Intelligence Center subscribes to the message stream to receive the events in real-time and continuously update the Live Data report. The Live Data Reporting Services co-reside on the CUIC Reporting Server as VOS services. For information on the architecture and administration of the Live Data System, see the Administration Console User Guide for Cisco Unified Intelligence Center, Release 10.0(1).

Historical and interval data collection

Packaged CCE stores some historical data in Half_Hour tables and other historical data in Interval tables. Interval tables contain half-hour summaries. Interval data is kept for 13 months. If you need additional detail reporting retention, add the optional database server (AW/HDS/DDS).

Table 2 Historical and interval data

Historical data

Description

Interval (30-minute)

Note   

Two Interval tables—Dialer_Interval and Campaign_Query_Rule Interval—always contain 30-minute data.

Interval tables are :

  • Agent_Interval (30)
  • Agent_Skill_Group_Interval (30)
  • Skill_Group_Interval (30)
  • Call_Type_Interval (30)
  • Call_Type_Skill_Group_Interval (30)
  • Campaign_Query_Rule_Interval(30)
  • Dialer_Interval (30)
  • Router_Queue_Interval(30)

Half Hour

The Half_Hour tables are populated for completed half-hour intervals, and the data fields are stored in the database with the extension "ToHalf" (for example, Application_Gateway_Half_Hour.ErrorsToHalf).

These elements contain a value for a completed half-hour interval. The completed interval is the time period falling between xx:00:00 and xx:29:59, or xx:30:00 and xx:59:59.

For example, it is now 15:50:00. An error occurred at 15:47:00. The half-hour interval reported on right now is for the 15:00:00 to 15:29:59 interval. The error that occurred at 15:47:00 will be written to the database at 16:00:00, when the 15:30:00 to 15:59:59 half-hour interval is complete.

Reasons for data discrepancies

You may notice discrepancies in report data if you are comparing counts between real time and historical reports or comparing counts across interval boundaries.

Counts in real time data (for example CallsHandledTo5) do not match counts in the historical interval records (for example, CallsHandled) because the real time data is moved to the historical database at the end of each half-hour interval.

Consider this example: at 8:55 a call comes into the contact center and is answered by an agent.

  • The real time count for CallsAnswered increases by one (+1).
  • Between 8:55 and 9:00, the real time data shows the answered call.
  • The answered call does not populate the half-hour data until 9:00, when the 8:00 to 8:59:59 interval ends.

Counts that would typically match for a day, such as CallsOffered and CallsHandled, might not always match over specific intervals. This discrepancy occurs because the counts for some data elements might be increased across boundaries.

Consider this example: at 8:55, a call comes in to the contact center and is answered by an agent. The agent completes the call at 9:05.

  • In the historical database, the call is counted as offered in the 8:30:00 to 8:59:59 interval.
  • The call is counted as handled in the 9:00:00 to 9:29:59 interval.
  • If you run a report for the 9:00:00 to 9:29:59 interval, it appears that tasks handled does not equal tasks offered for the interval.

You also might notice that tasks offered does not equal task abandoned + tasks handled for an interval. Tasks offered reflects the number of calls and tasks that were offered to agents in this interval, while tasks handled and tasks abandoned might include calls that were offered in the last interval and completed in this interval. Some historical report templates group statistics into "Completed Tasks" to indicate that the statistics represent all calls and tasks that completed in this interval.

In general, interval boundary issues are reduced if you run daily reports. However, if your contact center runs 24 hours a day, you might still notice discrepancies for intervals such as the 11:30:00 to 11:59:59 and 12:00:00 to 12:29:59 intervals.