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| vendors:cisco:uc:ucce:apps [2022/02/09 13:33] – [How to do it] gerardorourke | vendors:cisco:uc:ucce:apps [2022/02/09 14:55] (current) – gerardorourke | ||
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| - | Use a store procedure to run a query against the RCD - which includes queue time and if call is abandoned (448). | + | Use a store procedure to run a query against the RCD - which includes queue time and if call is abandoned (448). |
| + | 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 | ||
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| + | ==== 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. | ||