Precision Queue Reporting

[ddehart]

Hi,

The CUIC Report Template Reference Guide 9.0 notes that Precision Queue interval data are derived from Skill_Group_Interval fields, but the database schema guide for UCCE 9.0 notes that most fields within the Skill_Group_Interval table won't be updated with Precision routing.

Can anyone clarify which is correct or clarify the apparent discrepancy?

Thanks!

Derek

[Jameson Gagnepain]

Derek,

From the field descriptions in the Reporting User Guide, it would appear that "Router_Queue_Interval" is used for caller data related to the Precision Queue (Service Level, calls queued, abandon in queue, answers per step), while "Skill_Group_Interval" is used for agent-specific data (handle time, handle count, etc). There are some definite issues with the Schema when looking at items related to Precision Queues... for example, the "Router_Queue_Interval" description for "ServiceLevelCalls" is not accurate at all.

In this case, I would trust the Reporting Guide.