Precision Queue Reporting

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

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.