Agent Dashboard using AWDB and HDS

[deepaksharmainnovaccer]

Hi,
I am new to UCCE and I am working on creating a dashboard for Agent Productivity which should have the following details:

1. Total Incoming Calls
2. Total outgoing calls
3. Total Abandoned calls
4. Average Talktime
5. Number of Calls Answered by Engagement Center
6. Number of Calls Answered by IVR
7. Average Speed of Answer

So far, I have understood that I need to use two tables from HDS:

1. Route_Call_Detail 

2. Termination_Call_Detail

But I do not understand

• when to use Route_Call_Detail and when to use Termination_Call_Detail
• How to determine whether it's an incoming call or an outgoing call?
• If I were to get real-time data, how should I get it? Can I create the dashboard using AWDB?
• If it's not possible getting the real-time data, then how delayed data will I get if I use above mentioned twp tables?

If someone can help me with some SQL queries then it will be really helpful.

[bill.king1]

Have you looked at the stock CUIC reports that are available which show the SQL and allow you to create dashboards, many of which will contain what you're looking for above?
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_11_6_1/User/Guide/ucce_b_cisco-unified-contact-center-enterprise116.html