Where in the Cisco Unified ICM Logger database are call queuing statistics captured and reported when calls are queued in Cisco Unified Contact Center Enterprise with Cisco Unified IP IVR?

Question

Options

• ACall Type tables
• BSkill Group tables
• CRoute Call Detail table
• DCall Termination Detail table

• A
  89% (51)
• B
  2% (1)
• C
  4% (2)
• D
  5% (3)

Explanation

Call Type tables are correct because in UCCE with Cisco Unified IP IVR, queuing occurs inside the IVR before a call reaches an agent or skill group - and ICM tracks IVR-side activity (queue depth, wait times, calls in queue) at the Call Type level, which is the logical entity assigned when the call enters the IVR scripting environment.

Why the distractors are wrong:

• B (Skill Group tables): These track agent-side metrics (handle time, agent states, calls handled per skill group) - they only come into play once a call is delivered to an agent, not while it's sitting in an IVR queue.
• C (Route Call Detail): This table logs individual routing request events (each routing step/label assigned), not cumulative queue statistics.
• D (Call Termination Detail): This captures how and why a call ended (abandon, transfer, agent disconnect), not queuing behavior.

Memory tip: Remember "IVR queues → Call Type stats" - because the IVR queue is controlled by ICM call type routing scripts, the queuing numbers roll up to the Call Type tables, not the agent/skill group side.

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