Cisco Unified Contact Center

Vendor: Cisco · Enterprise

Cisco Unified Contact Center Enterprise (Unified CCE) is Cisco's on-premise contact center suite. It segments callers, monitors resource availability and routes each contact to the most appropriate agent. It packages Cisco Unified Customer Voice Portal (CVP) for IVR self-service and call control, the Cisco Finesse agent desktop, and Cisco Unified Intelligence Center for reporting. Call and agent activity is recorded in the ICM/CCE historical database and the CVP Reporting Server.

Call Handling (CALL_HANDLING)

Inbound voice contact handling, from call arrival through IVR self-service, ACD queueing, agent handling and after-call wrap-up. The case is the individual call / contact.

Activities

Call Received - Route_Call_Detail row written when the router selects a route for the arriving call (RouterCallKeyDay + RouterCallKey assigned).
IVR Menu Presented - CVP Reporting Server VXMLElement row for the menu / prompt element played to the caller (Call joined to VXMLElement by CallGUID).
Menu Selection Captured - CVP VXMLElement row capturing the caller's DTMF / speech input at a menu element.
Self-Service Attempted - The VXMLElement trail shows the caller working through a self-service application before any agent routing.
Self-Service Resolved - Termination_Call_Detail with a self-service PeripheralCallType / disposition where the call ends in the IVR without reaching an agent (IVR containment).
Queued to ACD - The router queues the call to a skill group: Route_Call_Detail RouterCallsQToAgent set and Call_Type_Interval RouterQueueCalls increments.
Caller Abandoned in Queue - Termination_Call_Detail abandoned disposition / Call_Type_Interval RouterCallsAbandQ when the caller hangs up while queued.
Agent Answered - Termination_Call_Detail records the answering AgentSkillTargetID and TalkTime begins (RingTime ends); Agent_State_Trace shows the agent entering the talking state.
After-Call Work / Wrap-Up - Agent_State_Trace work-ready state and Termination_Call_Detail WorkTime record the wrap-up after the call (requires agent state tracing enabled).
Call Transferred - Termination_Call_Detail with a transfer disposition when the agent transfers the call to another skill group or agent.
Call Ended - Termination_Call_Detail written at call termination with the final CallDisposition.

Case attributes

Call Type (string) - Call_Type EnterpriseName the router mapped the call to.
Peripheral Call Type (string) - How the peripheral classified the call.
Router Call Key (string) - RouterCallKeyDay + RouterCallKey - the unique call id (case id).
Skill Group (string) - Skill group that handled or queued the call.
ANI (Calling Number) (string) - Calling line identification (caller number).
Dialed Number (DNIS) (string) - DialedNumberString the caller dialed.
Agent (string) - Agent (AgentSkillTargetID) that handled the call.
Call Disposition (string) - Final CallDisposition code for the call.

Process-mining benefits (historical)

See your true IVR containment rate [Service]: Split every call into resolved-in-self-service versus sent-to-an-agent and get an honest containment percentage by call type and time of day - the number that tells you how much work the IVR is really taking off your agents.
Find the menus where callers opt out to an agent [Efficiency]: Trace the IVR menu path and see exactly which prompt callers abandon self-service on and press for an agent. Those zero-out points are where the IVR design is failing and driving avoidable agent calls.
Spot repeat callers within days [Service]: Follow the same ANI across calls and surface customers who call back again and again in a short window - a sign the first contact did not resolve their issue. Repeat loops are hidden demand your first-call resolution never shows.
Quantify the wait between IVR and a live agent [Efficiency]: Measure the time a call spends queued after leaving self-service until an agent answers, by skill group and interval. Long handoff delays are where callers give up and where service levels slip.
Understand where and when callers abandon [Service]: See how many callers hang up while queued, and at what wait time, broken down by call type and interval. It tells you whether abandons are a staffing problem, a routing problem, or a peak-load problem.
Compare after-call work across agents and skills [Cost]: Use recorded wrap-up time to see how long agents spend on after-call work by skill group, and where wrap-up is inflating handle time. Consistent outliers point to coaching or process fixes.

Process-mining benefits (action)

Alert when containment drops on a call type [Service]: Watch the running split of self-service versus agent-routed calls and raise an alert the moment a call type's containment falls below its normal band - usually the first sign a prompt, a menu, or an application backend has broken.
Route known repeat callers to priority handling [Service]: Flag an inbound ANI that has already called in the last few days and route it straight to a senior agent or a callback, so the second contact does not repeat the first. Turns repeat-call data into a same-day intervention.
Trigger overflow when handoff delay climbs [Efficiency]: Monitor queue and ring time between self-service and an answered agent and, when it crosses a threshold on a skill group, trigger overflow routing or a callback offer before callers abandon.
Feed opt-out hotspots back to IVR design weekly [Efficiency]: Every week, publish the menu elements with the highest opt-out-to-agent rate so the IVR team can rework those prompts. A standing worklist keeps self-service improving instead of drifting.
Offer a callback to calls at risk of abandoning [Service]: Using live queue position and typical abandon times per call type, offer a callback to callers who are about to reach the point where most people hang up - protecting service level and the caller's time.
Catch stuck or excessive wrap-up in real time [Cost]: Watch agent state for wrap-up that runs far longer than the norm and surface it to supervisors the same shift, recovering agent capacity that would otherwise sit idle in after-call work.

Data tables

Route_Call_Detail - One row per routed call. Carries the RouterCallKeyDay + RouterCallKey that uniquely identify the call (the case id), the routing request, dialed number, ANI and the Call Type the router selected.
Termination_Call_Detail - One row per call as it terminated at the peripheral. Records how the call was handled: agent, skill group, service, disposition and the talk / hold / work / ring times. Linked to Route_Call_Detail by Day + RouterCallKey.
Agent_State_Trace - One row per agent state change (Ready, Not Ready, Talking, Work/Wrap-up, ...) when agent state tracing is enabled. The source for after-call work and agent availability. Requires agent state tracing turned on.
Call - Unified CVP Reporting Server: one row per voice interaction handled by the IVR. The start of the self-service leg; joins to VXMLElement rows by CallGUID.
Call_Type_Interval - Historical 15- and 30-minute aggregates per Call Type: calls offered, handled, queued and abandoned, plus service level. The interval fact table for IVR containment and queue analysis.
VXMLElement - Unified CVP Reporting Server: one row per VXML element (menu, prompt, decision) visited in a self-service application, with the caller's input. The detailed IVR menu-navigation trail.
Call_Type - Definition of each Call Type - the routing/reporting bucket a call is mapped to. Referenced by Route_Call_Detail and Call_Type_Interval.

Explore this interactively in the mindzie Knowledge Base.