Differences

This shows you the differences between two versions of the page.

--- vendors:cisco:uc:ucce:apps [2022/02/09 13:15] – [How to do it] gerardorourke
+++ vendors:cisco:uc:ucce:apps [2022/02/09 14:55] (current) – gerardorourke
@@ Line 19: / Line 19: @@
     * Policy number
     * Calltype (~Queue Name)
-    * Start Queue Time (use the database to create this field - and so not have to send it).
     * RouterCallKeys
+    * Timestamp - use the database to create this field - and so not have to send it.
   * With a voice call we could use a End Call Class to send an update when call is abandoned / routed to agent - but we cannot do this for chat so - best not to bother and use a difference approch.
   * When call is routed to an agent - call a workflow (or use a custom gadget) to update a web service call which will update the database. It would send the following info:
@@ Line 38: / Line 38: @@
 Likely need a manual script to do an update in case the auto script failed to update all records etc.
+Use a store procedure to run a query against the RCD - which includes queue time and if call is abandoned (448). Simpler that using TCD and we could use DBDateTime or potential the Recovery Key.
+Using the Recovery Key is nice - as it means if any issues with the script running it simple to update it.
+So we store the latest Recovery Key in the custom table - and then run the query against RCD for all Recovery keys greater than this up where call is abandoned and Policy number exists
+==== Calculate Accurate EWT - based on changing multiple skillgroup Membership ====
+  *Scheduled Script which runs against Configuration to determine current skillgroup membership.
+    * Select a Skillgroup / Precision Queue / Attibute? and determine the number of agents who have this - as well as the actually members.
+        * Then Select X number of other predefined Skillgroups and determine how many of the same members of also members of these skillgroups.
+        * Get in percentage terms. Write to Database or static text file which can by placed on Web Server.
+        * Then retrieve the record via App Gateway every X mins via an Admin script and update a CCE Variable - which is used in a customer function to calculate EWT.