.Integration Specifications with CCE v13.2

The application comes with two default data services to report on queues and agent statistics. 

1. Queue Service: This reports all the statistics based on the skill groups such as calls received, answered, abandoned, SLA.  
2. Agent Service: This reports all the statistics based on the team such as agents, their current state, Time in the state, ASA, AHT of agents. 

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 for reporting statistics such as (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