How is accurate service-level information obtained in a Cisco Unified Contact Center Enterprise Parent/Child model with calls queued at the parent?

Question

Options

• Ain the parent Cisco Unified ICM system, using Agent Level Detail data
• Bin the parent Cisco Unified ICM system, using skill group data
• Cin the child Cisco Unified Contact Center Enterprise system, using call type data
• Din the child Cisco Unified Contact Center Enterprise system, using services data

• A
  82% (23)
• B
  4% (1)
• C
  4% (1)
• D
  11% (3)

Explanation

In a Parent/Child deployment, calls are queued at the parent ICM, so only the parent system possesses the complete picture of how long each call waited before being answered. Agent Level Detail (ALD) data in the parent captures end-to-end call handling metrics - including the full queue time - making it the authoritative source for accurate service-level calculation.

Why the distractors are wrong:

• B (parent, skill group data): Parent skill groups in this model are virtual routing constructs; their statistics don't accurately reflect true service levels because agents belong to child systems, not the parent.
• C (child, call type data): The child system only receives calls after they leave the parent queue, so child call type data is blind to the time spent queuing at the parent - systematically underreporting wait times.
• D (child, services data): Same problem as C - child services data starts the clock too late, missing the parent queuing period entirely.

Memory tip: "Where it queues is where you look." Since the queue lives at the parent, the parent holds the complete queue-to-answer timeline. ALD is the detail-level table in Unified ICM that gives you per-agent, per-call precision - exactly what service-level accuracy requires.

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