Copy of Integration Specifications with CCE
- Former user (Deleted)
- Former user (Deleted)
The application comes with two default data services to report on queues and agent statistics.Â
- Queue Service: This reports all the statistics related to the skill groups/precision queues such as calls received, answered, abandoned, SLA,.. Â
- Agent Service: This reports all the statistics related to the team agents such as Current state, Time in the state, ASA, AHT of agents.Â
The following sections elaborate more on the list of attributes exposed by the two data services.
Queue Data Service
Attribute Filter
The data service allows creating dashboards based on call center skill groups or precision queues for reporting on call center status based on queues (number of calls answered, received, SLA, etc.). Hence, the following attribute filters are exposed to Queue service in case of CCE deployment:
- Skill Group: This lists all skill groups available in the CCE database. To show skill group stats, we refer to the following tables of CCE for realtime and historical data respectively; i) Skill_Group_Real_Time ii) Skill_Group_Interval
- Precision Queue: This lists all precision queues available in the CCE database. To show precision queue stats, we refer to the following tables of CCE for the realtime stats; Precision_Q_Real_Time.
The user can choose only one of the two filters to see the call center stats on the dashboard.
The data service exposes the following attributes in case of CCE:
| Attribute Name | Description |
|---|---|
| SLA (5m) | This field shows the SLA on the skill group(s) or precision queue(s) in the rolling five-minute interval. After five minutes, this data either flushes out or updated depending upon the incoming calls in the next 5 minutes. This the ServiceLevelTo5 field in the Skill_Group_Real_Time table in the case of Attribute filter "Skill Group and the ServiceLevelTo5 field in the Precision_Q_Real_Time table in case of attribute filter "Precision Queue". |
| SLA (24h) | This field shows the value of the SLA since midnight (unlike the one above for rolling five minutes only) or for Today, since the start of the day on the given skill group(s). Since the Today stats are not available by default in the CCE database for the SLA, this value is calculated by retrieving SLA values in different reporting intervals from the Skill_Group_Interval table, corresponding to the ServiceLevel field in the table. This attribute is relevant only when the selected attribute filter is set to "Skill Group". This statistic is not available for Precision Queues. |
Calls Received (5m) | This field shows the received calls on the skill group(s) or precision queue(s) in the rolling five-minute interval. After five minutes, this data either flushes out or updated depending upon the incoming calls in the next 5 minutes. This maps to the RouterCallsOfferedTo5in the Skill_Group_Real_Time table in the case of Attribute filter "Skill Group" and the CallsOfferedTo5 in the Precision_Q_Real_Time table in case of attribute filter "Precision Queue". |
Calls Received (24h) | Choose this field to show the total received calls since midnight (unlike the one above for rolling five minutes only) or for Today, since the start of the day on the given skill group(s). Since the Today stats are not available by default in the CCE database for the Calls Received, this value is calculated by retrieving received calls in different reporting intervals from the Skill_Group_Interval table, corresponding to the RouterCallsOffered field in the table. This attribute is relevant only when the selected attribute filter is set to "Skill Group" This statistic is not available for Precision Queues. |
Calls Answered (5m) | This field shows the answered calls on the skill group(s) or precision queue(s) in the rolling five-minute interval. After five minutes, this data either flushes out or updated depending upon the incoming calls in the next 5 minutes. This maps to the CallsAnsweredTo5 in the Skill_Group_Real_Time table in the case of Attribute filter "Skill Group" and the CallsAnsweredTo5 in the Precision_Q_Real_Time table in case of attribute filter "Precision Queue". |
Calls Answered (24h) | Choose this field to show the total answered calls since midnight (unlike the one above for rolling five minutes only) or for Today, since the start of the day on the given skill group(s). Since the Today stats are not available by default in the CCE database for the Calls Answered, this value is calculated by retrieving answered calls in different reporting intervals from the Skill_Group_Interval table, corresponding to the CallsAnswered field in the table. This attribute is relevant only when the selected attribute filter is set to "Skill Group". This statistic is not available for Precision Queues. |
Calls Abandoned (5m) | This field shows the abandoned calls on the skill group(s) or precision queue(s) in the rolling five-minute interval. After five minutes, this data either flushes out or updated depending upon the incoming calls in the next 5 minutes. This maps to the RouterCallsAbandQTo5 in the Skill_Group_Real_Time table in the case of Attribute filter "Skill Group" and the CallsAbandQTo5 in the Precision_Q_Real_Time table in case of attribute filter "Precision Queue". |
Calls Abandoned (24h) | Choose this field to show the total abandoned calls since midnight (unlike the one above for rolling five minutes only) or for Today, since the start of the day on the given skill group(s). Since the Today stats are not available by default in the CCE database for the Calls Abandoned, this value is calculated by retrieving abandoned calls in different reporting intervals from the Skill_Group_Interval table, corresponding to the RouterCallsAbandQ field in the table. This attribute is relevant only when the selected attribute filter is set to "Skill Group". This statistic is not available for Precision Queues. |
Calls in Queue | This field shows the number of calls in queue for the given skill group(s) or precision queue(s). This corresponds to the RouterCallsQNow field in the Skill_Group_Real_Time table in the case of Attribute filter "Skill Group" and the CallsQNowfield in the Precision_Q_Real_Time table in case of attribute filter "Precision Queue". |
Longest Call In Queue | This field shows the longest time a call remained in the queue on the given skill group(s) or precision queue(s). This corresponds to the RouterLongestCallInQ field in the Skill_Group_Real_Time table in the case of Attribute filter "Skill Group" and the LongestCallInQ field in the Precision_Q_Real_Time table in case of attribute filter "Precision Queue". |
Average Wait Time (5m) | This field shows the average wait time on the skill group(s) or precision queue(s) in the rolling five-minute interval. After five minutes, this data either flushes out or updated depending upon the incoming calls in the next 5 minutes. This is calculated as: (AnswerWaitTimeTo5/CallsAnsweredTo5) from the Skill_Group_Real_Time table in the case of Attribute filter "Skill Group" and the (AnswerWaitTimeTo5/CallsAnsweredTo5) from the Precision_Q_Real_Time table in case of attribute filter "Precision Queue". |
Average Talk Time (5m) | This field shows the average talk time on the skill group(s) or precision queue(s) in the rolling five-minute interval. After five minutes, this data either flushes out or updated depending upon the incoming calls in the next 5 minutes. This corresponds to the AvgHandledCallsTalkTimeTo5 field in the Skill_Group_Real_Time table and AvgHandledCallsTalkTimeTo5 field in Precision_Q_Real_Time table. |
Average Talk Time (24h) | Choose this field to show the average talk time since midnight (unlike the one above for rolling five minutes only) or for Today, since the start of the day on the given skill group(s). Since the Today stats are not available by default in the CCE database for Average Talk Time, this value is calculated by retrieving average talk time in different reporting intervals from the Skill_Group_Interval table, corresponding to the AvgHandledCallsTalkTime field in the table. This attribute is relevant only when the selected attribute filter is set to "Skill Group". This statistic is not available for Precision Queues. |
Agents Ready | This field shows the number of ready agents on the skill group(s) or precision queues. This is calculated by subtracting the number of TalkingIn from the total number of Ready agents from the Skill_Group_Real_Time and Precision_Q_Real_Time tables, for attribute filters "Skill Group" and "Precision Queues" respectively. |
Agents Not Ready | This field shows the number of not ready agents on the given skill group(s) or precision queue(s). This is the Not Ready field in the Skill_Group_Real_Time and Precision_Q_Real_Time table. |
Agents Logged In | This field shows the number of logged-in agents on the given skill group(s) or precision queue(s). This is the LoggedOn field in the Skill_Group_Real_Time and Precision_Q_Real_Time table. |
Agents Talking | This field shows the number of talking agents on the given skill group(s) or precision queue(s). This is the TalkingIn field in the Skill_Group_Real_Time and Precision_Q_Real_Time table. |
- Only stats for rolling five minutes are available to be displayed for Precision Queues.
- Historical attributes (or attributes with 24h disclaimer) are not available for Precision Queues.
Agent Data Service Â
Attribute Filter
The application shows the following attribute filters for Agent service in case of CCE deployment:
- Team: This lists all CCE teams in the CCE database. Â
The data service exposes the following attributes in the case of CCE:
| Attribute Name | Description |
|---|---|
First Name | This is the first name of the agent |
Last Name | This is the last name of the agent |
Current State  | This is the current Finesse state of the agent. This refers to the AgentState field in the Agent_Real_Time table |
State Duration: | This is the time since the agent is in the current state. This refers to the DateTimeLastStateChange field in the Agent_Real_Time table |
ASAÂ | This field shows the average speed of answer to answer inbound voice calls per agent. This is calculated as AnswerWaitTime/CallsAnswered from the Agent_Skill_Group_Interval table |
AHTÂ | This field shows the average handling time for handling inbound voice calls per agent. This is calculated as HandledCallsTime/CallsHandled from the Agent_Skill_Group_Interval table |