The application comes with two default data services to report on queues and agent statistics.
- Queue Service: This reports all the statistics related to the skill groups/precision queues such as calls received, answered, abandoned, SLA,..
- Agent Service: This reports all the statistics related to the team agents such as 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 application shows the following attribute filters for 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 the 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 the ServiceLevelTo5 field in the Skill_Group_Real_Time table in the case of Attribute filter "Skill Group" and the ServiceLevelTo5field in the Precision_Q_Real_Time table in case of attribute filter "Precision Queue". |
| SLA (24h) | This is the ServiceLevel field in the Skill_Group_Interval table and is relevant only when the selected attribute filter is set to "Skill Group". |
Calls Received (5m) | This is 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) | This is the RouterCallsOffered in the Skill_Group_Interval table and is relevant only when the selected attribute filter is set to "Skill Group". |
Calls Answered (5m) | This is theCallsAnsweredTo5 in the Skill_Group_Real_Time table in the case of Attribute filter "Skill Group" and the CallsAnsweredTo5 field in the Precision_Q_Real_Time table. |
Calls Answered (24h) | This is the CallsAnswered in the Skill_Group_Interval table and is relevant only when the selected attribute filter is set to "Skill Group". |
Calls Abandoned (5m) | This is the RouterCallsAbandQTo5 in the Skill_Group_Real_Time table in the case of Attribute filter "Skill Group" and the CallsAbandQTo5 field in the Precision_Q_Real_Time table. |
Calls Abandoned (24h) | This is the RouterCallsAbandQin the Skill_Group_Interval table and is relevant only when the selected attribute filter is set to "Skill Group". |
Calls in Queue | This is 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 is 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) | In the case of attribute filter "Skill Group", this is calculated as follows; (AnswerWaitTimeTo5/CallsAnsweredTo5) from the Skill_Group_Real_Time table. In the case of "Precision Queue" filter, this is calculated as (AnswerWaitTimeTo5/CallsAnsweredTo5) from the Precision_Q_Real_Time table. |
Average Talk Time (5m) | This is the AvgHandledCallsTalkTimeTo5 field in the Skill_Group_Real_Time table and AvgHandledCallsTalkTimeTo5field in Precision_Q_Real_Time table. |
Average Talk Time (24h) | This is theAvgHandledCallsTalkTime field in the Skill_Group_Interval table and is relevant only when the selected attribute filter is set to "Skill Group". |
Agents Ready | This is the Ready field in the Skill_Group_Real_Time and Precision_Q_Real_Time table. |
Agents Not Ready | This is the Not Ready field in the Skill_Group_Real_Time and Precision_Q_Real_Time table. |
Agents Logged In | This is the LoggedOn field in the Skill_Group_Real_Time and Precision_Q_Real_Time table. |
Agents Talking | 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
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. To show all teams, we refer to the following CCE table;
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 |
ASA | This is calculated as AnswerWaitTime/CallsAnswered from the Agent_Skill_Group_Interval table |
AHT | This is calculated as HandledCallsTime/CallsHandled from the Agent_Skill_Group_Interval table |
Cisco Synchronizer
<Detail here how the synchronizer syncs the stats from the CCE database (the periodic intervals in which the calls are given to CCE for syncing the real-time and historical stats). Mention also about how the historical attributes are calculated and shown on the dashboard>
Prerequisites for integration with CCE
<Mention here all the prereqs, access requirements required to integrate with CCE such as hruser account, CCE APIs access.>