real time reports calculation UCCE

[Lazar Obradovic]

Hi guys,

does anyone know, or did ever try, to calculate real time statistic in CSD(Cisco supervisor desktop app) from AW database SQL fields(UCCE 10.0)?

We are trying to bulid exact same real time statistic in Finesse supervisor, as there was in CSD...

Any help is appreciated!

Best Regards,

Lazar 

[lohjintiam]

AFAIK most of the CSD real time stats are not kept at DB level but rather maintained at CTI Server.

What stats do you need which Finesse Supervisor doesn't provide?

Thanks!

-JT-

[Lazar Obradovic]

Hi lohjintiam,

yes I now that CSD calculate their stat from CTI events (CTI server), but I wonder if anybody try to calculate those fields from AW DB.

There are lot of fileds that Finesse supervisor doesn't have, like:

Calls Presented

Calls Handled

Total Talking

Avg Talking

Avg Ready

Total Ready

Avg  Not Ready

Total Not Ready

Skill Group

Skill Name

State Duration

in team performance or:

Pause

Calls Handled

Talk Average

in queue statistic and so...

Best Regards,

Lazar