[UCCE 11.6] Best Source for total inbound volumes

[Triggus]

Hi there, 

Scrolled through search results but couldn't find an answer there, hence the question to the more experienced colleagues

I as tittle says, trying to find best source for total numbers for inbound traffic, CallOffered from UCCE SQL database.  As I understand potential candidates to look at  would be:

 RCD (Route_Call_Detail), RHH (Route_Half_Hour), CTI (CallType_interval) and PI (Peripheral_Interval)

Technically RCD should be a good default source,  as I understand it produces one row per routed call - sum it all for the period and job done. Thought it would be of overkill run total summaries on such a detailed table in quite large and busy database. 

Lets try RHH instead, interval tables are best for  summing totals, table from same group but offering intervals sounds good ...  the thing is if compared both tables are producing different results and by different I mean when RCD shows 35878 for given period RHH produces  21805 this is way to much difference to ignore. That's the moment when I am starting to scratch my head, your report are as good as your understanding of your data and apparently I am loosing it here.  

I know many people use Calltype_Interval for various volumes reporting, in matter of fact me too when I am looking for specific call types or call type ranges. Now having a system with thousands of numbers where each changes calltype multiple times  getting these volumes from there does not  seem like an easy task even if doable (combining CTI with DN map  would probably be good direction), I'd rather avoid it. 

Now as I am asked for total number at our door, whatever hits  our gateways from the outside world Peripheral_Interval seems to be very promising I need totals, not interested in any granularity at the moment.  Ok, so I look at the table  and notice there 5 peripherals defined there, sum calls offered and... get completely different picture... now I am looking at some 50k figure for the period. Well, the platform is provided and configured by 3rd party, we do have some more or less limited admin access to certain parts of the system but putting politely I definitely have some gaps in understanding of the underlying architecture there, hence the confusion. Anyway I managed to dig up some reports from CUIC from before I joined company that are querying PI table and always limit results to one peripheral on the list.  OK then when I limit my query to this particular Peripheral it sort of match  RHH (Route_Half_Hour) results where RHH produces 21805 and PI 21734 and I leaning towards  using this data for the report. 

The question would be am I right ?   

Why RCD produces completely different data than RHH  - I would think these tables are providing the same data where RCD provided more details, but I might be wrong. Maybe RCD rows does not exactly match inbound calls, maybe there is more data produced there even if its not as creative in producing multiple rows per call as TCD (termination_call_detail) where RHH does ? 

Think lack of understanding of the infrastructure and the logic behind UCCE reporting concepts   kicks in causing my confusion over the data sources, would appreciate any constructive input that will shed some light on this problem for me.

Many Thanks !

[bill.king1]

You should probably take a look at the UCCE Reporting Concepts guide (link here 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/ucce_b_reporting-concepts-for-cisco-unified_chapter_011.html).

They specifically call out the differences between some of the data types and why they might differ.

There are a number of things you might have in your environment (post call survey, transfers, etc.) that could cause you to see a difference between RCD and Call Type, just using those items as an example.

The biggest challenge I see is that the call type reports and the Precision queue reports, while often can be very similar, do not always provide the same data, so you will likely need to use a combination of both, with RCD more for detail/troubleshooting.

[Triggus · Accepted solution]

@bill  Thanks, but I am very familiar with cisco reporting concepts and database schema documentation, unfortunately there is not much there that could be of help in this particular case

My question  wasn't about  differences RCD and Calltype reporting, in matter of fact I  am completely ignoring Calltype tables for total volumes as  they are not best source for this type information in my environment and I actually know why

As for the problem itself, I think I got to the bottom of it now, I have looked closer at peripheral  table and back at peripheral_interval and noticed that first of gateways is configured as agent master the other 4 are VRU's.  

Now when I sum volumes on the VRU's this actually  matches  RCD totals,  and whats interesting when  I compare Agent master PG  with Route_Half_Hour this to my surprise matches as well which would indicate if I am not wrong that RHH is not interval version of RCD but actually report on the call routed to skillgroups?

[bill.king1]

Route Half Hour and RCD don't have anything to do with each other; you could have many entries in RCD and none in Route Half Hour, depending on where you're routing to, what features you're using, etc.. If you take a look here, they go into it in some detail.

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_11_6_1/Reference/Guide/ucce_b_database-schema-handbook-for-cisco/ucce_b_database-schema-handbook-for-cisco_chapter_0101.html#UCCE_TP_RBBD242...