Skill_Group_Interval table

[Senthil Kumar Sankar]

Hi Members,

In the HDS database there is a table Skill_Group_Interval where i have the value as NULL for the field RouterDelayQAbandTime for all the Intervals

Do i need to change any config inorder to get that data populated.

From Schema I could find the below Description :

The summation of time spent waiting in queue with this skill group bycallers that abandon before being routed to an agent.

We are using UCCE 8.0(3) version

Regards,

Senthil

[geoff]

I'd rather work with call types. The time in the router for an abandoned call is not changed when you change call types - different to service levels.

Regards,

Geoff

[Mark Pareja]

So interval tables are used only when you have setup your UCCE system to log historical data in 15 min intervals, previous versions of ICM only permitted the logging of historical data in 30 min intervals. Consult the UCCE 8.x SRND document for further details.

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[Gergely Szabo]

Hi,

yes, you need to change the config, using ICM configurator, both on the Agent PG's and the System Information.

It may need a complete restart of the ICM Loggers.

G.

[Senthil Kumar Sankar]

Hi Gergely,

Can you please specify the config change to be done

Regards,

Senthil

[Gergely Szabo]

Hi,

Open ICM Configuration Manager, then System Information. Change the Interval Setting. Save.

Open the PG Explorer. Choose the Agent PG. Change the Interval setting. Save.

G.

[Senthil Kumar Sankar]

Hi Gergely,

So if i change the Interval setting, will i be seeing the data populated in the RouterDelayQAbandTime field.

Regards,

Senthil