How good to use Skill_Group_Interval table instead of Router_Queue_Interval for fetching PrecisionQueueID based data?

[Sathiya Kumar]

For a PCCE 12.0 system that contains calls routing based on PrecisionQueueID, those data shall be fetched from Router_Queue_Interval / Skill_Group_Interval for Interval data and Termination_Call_Detail / Route_Call_Detail for detailed data.

But I could able to see the data in RQI and SGI tables are varying and need to understand more on the concept of data in both the tables for PQ based records.

How do the calls which are not assigned to PQ but got transferred from ICM and disconnected will be captured in RQI/SGI tables? For fetching CallsOffered for PQID, referring Router_Queue_Interval is good or Skill_Group_Interval?

[bill.king1]

Not sure I follow. If you're asking about calls not sent to a PQ but sent to some other location like you mentioned, then you'd need to look in RCD, SGI/RQI isn't going to have that data since it never went to them?

[Sathiya Kumar]

Actually I asked two questions,

1. For PQ based data, which table should be referred to calculate Offered, Answered and Abandoned and other summary stats?

2. For second question, you have given answer like, If PQ is not received the answer and it will not be available in SGI/RQI and we need to refer RCD for such calls.

[bill.king1]

Why not just look at the Precision Queue All Field report that Cisco provides, which calls upon both?
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_11_5_1/User/Guide/UCCE_BK_U7CCCCF7_00_ucce-reporting-user-guide/UCCE_BK_U7CCCCF7_00_ucce-reporting-user-guide_chapter_01001.html#CUIC_RF_PDD...

[Sathiya Kumar · Accepted solution]

This is helpful but the document you linked has 11.5 version and I asked for 12.0. In 11.5 below logic is mentioned in the Reporting Guide,

Precision Queue Interval All Fields Report:

Total : 

The total number of tasks completed by this precision queue in the interval.

Derived from: (Skill_Group_Interval.CallsHandled++ Skill_Group_Interval.RedirectNoAnsCalls+ Router_Queue_Interval.CallsAbandQ+ Skill_Group_Interval.RouterError+ Router_Queue_Interval.CallsAbandToAgent)

But in 12.0, the formulas has been changed for the same Report and Field,

Total:

The total number of tasks completed by this precision queue in the interval.

Derived from:(Router_Queue_Interval.CallsHandled++ Router_Queue_Interval.RedirectNoAnsCalls+ Router_Queue_Interval.CallsAbandQ+ Router_Queue_Interval.RouterError+ Router_Queue_Interval.CallsAbandToAgent)

Here is the link for the same,

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_12_0_1/User/Guide/ucce_b_unified-cce-reporting-user_1201/ucce_b_cisco-unified-contact-center-enterprise_1201_chapter_01000.html#CUIC_RF_PDDE...