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.Integration Specifications with CCE v13.x.x

.Integration Specifications with CCE v13.x.x

The application comes with a few default data services to report on the overall call center statistics. 

  1. Queue Service: This reports all the statistics such as calls received, answered, abandoned, SLA, based on the skill groups.  
  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 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 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.

It is mandatory to select the attribute filter to show some data on the wallboard. So the statistical data is then compiled/ accumulated based on one or multiple selected skill groups (or all skill groups for no selection).

Data Service Attributes

You can design the dashboard with the following exposed attributes of the data service:

Attribute NameDescription
SLA (5m)

This field shows the SLA on the skill group(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".

SLA (Reporting Interval)

This field shows the value of the SLA in the last reporting interval (unlike the one above for rolling five minutes only).

This is retrieved from the Skill_Group_Interval table and corresponds to the ServiceLevel field in the table.

The value of this field is automatically updated or refreshed when the new data for the next reporting interval becomes available.

Calls Received (5m)

This field shows the received calls on the skill group(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 RouterCallsOfferedTo5 field in the Skill_Group_Real_Time table in the case of Attribute filter "Skill Group".

When more than one queue is added to the gadget, the gadget aggregates data based on the selected aggregation type in the Gadget Settings; i.e. either taking a SUM or Average of all values.

Calls Received (Reporting Interval)

Choose this field to show the total received calls in the last reporting interval on this skill group.

This is retrieved from the Skill_Group_Interval table and corresponds to the RouterCallsOffered field in the table.

The value of this field is automatically updated or refreshed when the new data for the next reporting interval becomes available.

When more than one queue is added to the gadget, the gadget aggregates data based on the selected aggregation type in the Gadget Settings; i.e. either taking a SUM or Average of all values.

Calls Answered (5m)

This field shows the answered calls on the skill group(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". 

When more than one queue is added to the gadget