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.Integration Specifications with CCE v13.4
.Integration Specifications with CCE v13.4
The application comes with a few default data services to report on the overall call center statistics.
- Queue Service: This reports all the statistics such as calls received, answered, abandoned, SLA, based on the skill groups.
- 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.
- CallType Service: This reports all call statistics based on the configured call types.
The following sections elaborate more on the list of attributes exposed by the 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,