Queue Data Service
The data service exposes the following attributes in case of CCE:
- SLA: This the ServiceLevel field in the Skill_Group_Real_Time table in case of Attribute filter "Skill Group" and the ServiceLevel field in the Precision_Q_Real_Time table in case of attribute filter "Precision Queue".
- SLA Today
- Calls Received
- Calls Received Today
- Calls Answered
- Calls Answered Today
- .......
Attribute Filter
The application shows the following attribute filters for Queue service in case of CCE deployment:
- Skill Group: This lists all skill groups available in the CCE database.
- Precision Queue:
The user can choose only one of the two filters to see the call center stats on the dashboard.
Agent Data Service
<Detail here the attributes of the Agent Data Service that are exposed in case of CCE and with what attributes in the CCE tables are they mapped to>
Attribute Filter
<Describe here what attribute filters are available and how those work>
Cisco Synchronizer
<Detail here how the synchronizer syncs the stats from the CCE database (the periodic intervals in which the calls are given to CCE for syncing the real-time and historical stats). Mention also about how the historical attributes are calculated and shown on the dashboard>
Prerequisites for integration with CCE
<Mention here all the prereqs, access requirements required to integrate with CCE such as hruser account, CCE APIs access.>