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link between CallType and Skillgroup

Hello , 

 

I'm looking for a relation between CallType and Skillgroup.

 

Thank you

Everyone's tags (1)
5 REPLIES 5
Highlighted

Re: link between CallType and Skillgroup

Hi Yacire,

First of all that is important to understand the problem is to know what is Call Type (CT) and Skill Group (SG):

  • Skill Groups - script elements that are used for call queuing, elements have an impact for the routing logic
  • Call Types - objects used for call classification, are used for reporting purposes and they don't have any impact in routing.

In general relation between CallType and SkillGroup can be defined as N to N, but this is not a direct relation as those objects are connected via a script and a script schedule. If you look at the configuration path in UCCE it looks like this:

Dialed Number > Call Type > Script > Script Schedule > Skill Group

This means that a routing script can have multiple skills assigned to it - how many skills will be used it depends on your business needs. Then you have the ability to schedule multiple scripts to a single CT.

 

If you would like to complicate the problem, then you need to consider 2 types of CT's that are available in the system:

  • general CT's - the CT assigned to dialed numbers that point to scripts
  • dynamic CT's - the CT's that you can use in the script to reclassify the calls for the reporting purposes.

This means that CT's can have internal N to N relation between themselves.

Marek
Web: https://gaman-gt.com
Highlighted
Rising star

Re: link between CallType and Skillgroup

You will probably want to review something like the Reporting Concepts document to have an understanding of how it all fits together. Here's the link for it from a recent version.

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_reporting-concepts-for-cisco-unified.html

Highlighted
Beginner

Re: link between CallType and Skillgroup

Marek and Bill handled this very well.   Only thing I would add from a simplistic explanation is call types can help you know who called (for what) and skill groups let you know who took care of it.  The CUIC CTSG reports help break that down.

Highlighted

Re: link between CallType and Skillgroup

thank you for your reply. The main idea of this question is to establish a
query to get a mapping table between skillgroups and calltypes.

SegmentID CTCatID CTID SkillTargetID EnterpriseName

Highlighted

Re: link between CallType and Skillgroup

If you don't use Dynamic Call Type's that you can use this query:

SELECT
      CALL_TYPE_SCRIPT_REFERENCE.EnterpriseName AS [CT Name],
      CALL_TYPE_SCRIPT_REFERENCE.CallTypeID AS [CT ID],
      SKILL_SCRIPT_REFERENCE.EnterpriseName AS [SG Name],
      SKILL_SCRIPT_REFERENCE.SkillTargetID AS [SG ID]
FROM
      (SELECT
            MS.MasterScriptID, S.ScriptID, SG.EnterpriseName, SCR.ForeignKey AS [SkillTargetID]
      FROM
            (SELECT MasterScriptID, CurrentVersion FROM [t_Master_Script]) AS MS
      LEFT JOIN
            (SELECT ScriptID, MasterScriptID, [Version] FROM [t_Script]) AS S
      ON
            S.MasterScriptID = MS.MasterScriptID AND S.Version = MS.CurrentVersion
      LEFT JOIN
            (SELECT [ScriptID], [ForeignKey]
            FROM [pekao_awdb].[dbo].[t_Script_Cross_Reference]
            WHERE TargetType = '2') AS SCR
      ON
            SCR.ScriptID = S.ScriptID
      LEFT JOIN
            (SELECT SkillTargetID, EnterpriseName FROM t_Skill_Group) AS SG
      ON
            SG.SkillTargetID = SCR.ForeignKey
      ) AS SKILL_SCRIPT_REFERENCE
LEFT JOIN
      (SELECT
            CTM.MasterScriptID, CT.EnterpriseName, CT.CallTypeID
      FROM
            (SELECT CallTypeID, MasterScriptID FROM t_Call_Type_Map) AS CTM
      LEFT JOIN
            (SELECT CallTypeID, EnterpriseName FROM t_Call_Type) AS CT
      ON
            CT.CallTypeID = CTM.CallTypeID
      ) AS CALL_TYPE_SCRIPT_REFERENCE
ON
      SKILL_SCRIPT_REFERENCE.MasterScriptID = CALL_TYPE_SCRIPT_REFERENCE.MasterScriptID
WHERE
      CALL_TYPE_SCRIPT_REFERENCE.EnterpriseName IS NOT NULL
      AND
      SKILL_SCRIPT_REFERENCE.EnterpriseName IS NOT NULL
Marek
Web: https://gaman-gt.com
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