Automatic Call Distributor and Unified Contact Center Enterprise Reports
Data collected and presented in Unified CCE reports to measure customer experience and agent performance differs from data collected and presented in ACD reports. This is also the case for parent/child reporting in a Unified CCE deployment.
Unified CCE reports give an enterprise-wide view of all your call centers. Each ACD report is specific to a particular call center. For most accurate data, report at the source.
Here are some of the reasons that cause variations:
Differences due to timing and transmission delays. All times computed in Unified CCE reports, such as various state transitions, are based on event arrival time at Unified CCE Central Controller, not on the actual event occurrence on the ACD. Network transmission delays cause variations in reported times between reporting data seen on Unified CCE reports and ACD reports.
Differences in supported concepts and terminology. Differences in supported concepts and the way that similar concepts are implemented can cause variations in the data available to measure agent performance and customer experience.
For example, while Unified CCE and an ACD might both support the concept of agent states, the ACD might not support as many state options as Unified CCE software. In addition, some similarly named agent states might not have the same definition on both systems.
Differences in configuration. Differences in configuration on the ACD and the Configuration Manager can lead to discrepancies in reporting. If devices are not configured in Configuration Manager or if they are configured with different settings than on the ACD, reports might not track certain statistics at all or might report different metrics.
Different methods of measuring and storing data. Unified CCE and the ACD might differ in how data segments are defined and counted. One example is how the individual agent's time is measured and stored in relation to how that agent's time spent in a conference call is measured and stored.
Different methodologies for sampling data. For example, Unified CCE and the ACD might differ as to when an event is considered to start and to end.
Differences in terminology and in the definitions of data elements. On the surface, naming conventions might appear to be the same but, in fact, are not. For example, Unified CCE and the ACD might use different criteria to evaluate what constitutes an 'offered call'.
Refer to the ACD Supplement Guides for details.