UCCE/CUIC v12.6 -Trace Max Wait Time Caller

[SANJ21]

Our customer has a UCCE v12.5 12K solution that's in production. Looking at one of the stock CUIC reports called "Peripheral Skill Group Historical All Fields", we noticed that in the 1:30pm interval, our Max Wait Time suddenly jumped from 1 hour to over 3 hours from the previous interval then back down to 1 hour again on the next interval. I assume a caller decided to wait this long which is why it's showing that.

DateTime                            Max Wait Time

3/9/22 1:00:00 PM              01:04:33

3/9/22 1:30:00 PM              03:20:25

3/9/22 2:00:00 PM              01:08:11

Is there a way to try and trace this caller in the TCD records and what fields to look for? TIA

[TalkingScientist]

Here you go, I call this my TCD Big Query

I set the filter to include calls from 1pm -2pm over 1 hour. Check out the Duration section about 2/3 to the right. Should show you what you want. 

DECLARE @StartDate DATETIME
DECLARE @EndDate DATETIME

SET @StartDate = '2022-03-09 13:00:00.000'
SET @EndDate = '2022-03-09 14:00:00.000'

SELECT
--Dates
tcd.peripheralid,
tcd.digitsdialed,
Dateadd(ss, -tcd.duration, tcd.datetime) AS StartTime,
Dateadd(second, tcd.ringtime + tcd.delaytime + tcd.localqtime,
Dateadd(s, -tcd.duration, tcd.datetime)) AS QueueTime,
tcd.datetime,
tcd.dbdatetime,
tcd.calltypereportingdatetime,
tcd.startdatetimeutc,
--Keys
tcd.recoverykey,
tcd.routercallkeyday,
tcd.routercallkey,
tcd.routercallkeysequencenumber,
tcd.icrcallkey,
tcd.icrcallkeychild,
tcd.icrcallkeyparent,
tcd.peripheralcallkey,
tcd.callguid,
tcd.callreferenceid,
tcd.locationparampkid,
tcd.locationparamname,
--Description
CASE tcd.peripheralcalltype
  WHEN 1 THEN 'ACD In Post-Route (1)'
  WHEN 2 THEN 'ACD In Pre-Route (2)'
  WHEN 3 THEN 'Pre-Route Direct Agent (3)'
  WHEN 4 THEN ' Transfer from Agent (4)'
  WHEN 5 THEN ' Overflow In (5)'
  WHEN 6 THEN ' Other In (6)'
  WHEN 7 THEN 'Auto Out (7)'
  WHEN 8 THEN 'Agent Out (8)'
  WHEN 9 THEN 'Out (9)'
  WHEN 10 THEN 'Agent Inside (10)'
  WHEN 11 THEN 'Offered (11)'
  WHEN 12 THEN ' Consult (12)'
  WHEN 13 THEN ' Consult Offered (13)'
  WHEN 14 THEN ' Consult Conference (14)'
  WHEN 15 THEN ' Conference (15)'
  WHEN 16 THEN 'Unmonitored (16)'
  WHEN 17 THEN 'Preview Out (17)'
  WHEN 18 THEN ' Reserved Out (18)'
  WHEN 19 THEN ' Supervisor Assist (19)'
  WHEN 20 THEN ' Emergency Call (20)'
  WHEN 21 THEN