Skill Groups Impact on Real Time Snapshot table (RtCSQsSummary)

[kmatthewva]

Hi All,

Appreciate if anyone can help with the below problem.

CCX version: 10.6.1

We are using a custom wallboard which reads data from the RtCSQsSummary table. The wallboard has been functioning as designed up until a recent agent configuration change.

Change:

We have four logical skill groups configured, where all agents have been assigned to all of the skill groups. We have found that when any of the agents are not assigned to all skill groups, the RtCSQsSummary snapshot table is updated with two differing sets of data; 1. the data we expect and 2. data which corresponds with the agent(s) not in all skill groups. This e.g., results in the 'callswaiting' not updating accurately on the wallboard.

Trigger:

The issue appears to be triggered when an agent who is not in all skill groups, answers a call.

Appreciate any advice.

[david.macias]

I'll start with I don't know for sure, but it sounds like something Cisco does for Enterprise. In CCE there's a notion of default skill group which tracks direct calls or manual outbound calls. All agents are are part of this even if they aren't assigned to any skills. So ultimately it's a way to just yeah data which doesn't fit in other places.

david