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.Integration Specifications with CCX v13.3
.Integration Specifications with CCX v13.3
The application comes with two default data services to report on queues and agent statistics.
- Queue Service: This reports all the statistics based on the CSQs such as calls received, answered, abandoned, SLA.
- 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 CCX deployment:
- CSQ: This lists all CSQs available in the CCX database. To show CSQ stats, we refer to the following tables of CCX for real-time and historical data respectively; i) RtCSQsSummary
It is mandatory to select the attribute f