Our goal is to extract interval data for individual “skills” for forecasting purposes. There is no object type of “Skill” in the UCCE database. Candidates that I was able to identify were Service and Call Type, but from the examples in the documentation it appears that Service is related to the physical location where the call is handled, which would make it a breakdown within “skill”.
Interval data is also available for Skill groups, but a skill group contains multiple skills so we would be unable to separate out the individual skills.
I think this leaves Call Type remaining as the most appropriate source for data. I’ve prepared two queries that represent how we want to query it, which assume that the Call_Type_SG_Interval and Call_Type_Interval tables are being populated in the historical database (ucce1_hds) and the Call_Type table is being populated in the real-time database (ucce1_awdb).
Our concerns/questions then are:
1. Do the Call Type Interval tables represent the contact data at the “skill” level as related to the “skill groups” defined in the UCCE system, or do we need to look elsewhere?
2. If so, are there any issues with availability of the data in these tables that we need to be aware of that may not be obvious from the documentation?
select a1.[SkillGroupSkillTargetID],
a1.[CallTypeID],
a1.[DateTime],
a1.[TimeZone],
a1.[ReportingInterval],
a1.[CallsAnswered],
a1.[HandleTime],
a1.[HoldTime],
a1.[TalkTime],
a1.[CallsOnHold],
a2.[EnterpriseName]
from [ucce1_hds].[dbo].[Call_Type_SG_Interval] a1
inner join [ucce1_awdb].[dbo].[Call_Type] a2 on
a2.[CallTypeID] = a1.[CallTypeID]
select a1.[CallTypeID],
a1.[DateTime],
a1.[TimeZone],
a1.[ReportingInterval],
a1.[CallsOffered],
a1.[CallsAnswered],
a1.[ServiceLevelCalls],
a1.[TotalCallsAband],
a1.[CallDelayAbandTime],
a2.[EnterpriseName]
from [ucce1_hds].[dbo].[Call_Type_Interval] a1
inner join [ucce1_awdb].[dbo].[Call_Type] a2 on
a2.[CallTypeID] = a1.[CallTypeID]
