EIM Questions

[MhLove007]

We are new to Cisco and are running into roadblocks when it comes to EIM database information. I hope that I am in the right area for this type of question...

. I am having trouble trying to identify the fields that can be effectively used to create:

• Number of Messages Completed
  
• Avg Processing Time
  
• Avg. Response Time
  
• Number of Responses
  
• Responses w/I service level
  
• Actual service level
  
• Longest Wait time
  

I am not sure of the current version of EIM, but the schematics they sent us was for the version 4.2.1 which is earlier than our version.

I have been trying to use the tables that start with egpl, egml, egplr and egmlr, which include CASEMGMT_ACTIVITY and SMY. USER data.

Any help would be greatly appreciated.

[villarrealed · Accepted solution]

Have you looked at the CUIC templates for EIM on the Cisco Developer site?  The Email Volume by Queue looks to have most of the information you are looking for.  If you are not looking to deliver this through CUIC, at least you can use the SQL in the report definition as a starting point.

http://developer.cisco.com/web/ccr/documentation

[MhLove007]

Thank you for the feedback. That got me started.