cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
Announcements

657
Views
0
Helpful
1
Replies
john.mckenna1
Beginner

UCCE skill-related interval data

Our goal is to extract interval data for individual “skills” for forecasting purposes.  There is no object type of “Skill” in the UCCE database.  Candidates that I was able to identify were Service and Call Type, but from the examples in the documentation it appears that Service is related to the physical location where the call is handled, which would make it a breakdown within “skill”. 

Interval data is also available for Skill groups, but a skill group contains multiple skills so we would be unable to separate out the individual skills.

I think this leaves Call Type remaining as the most appropriate source for data.  I’ve prepared two queries that represent how we want to query it, which assume that the Call_Type_SG_Interval and Call_Type_Interval tables are being populated in the historical database (ucce1_hds) and the Call_Type table is being populated in the real-time database (ucce1_awdb).

Our concerns/questions then are:

1.      Do the Call Type Interval tables represent the contact data at the “skill” level as related to the “skill groups” defined in the UCCE system, or do we need to look elsewhere?

2.      If so, are there any issues with availability of the data in these tables that we need to be aware of that may not be obvious from the documentation?

select     a1.[SkillGroupSkillTargetID],

           a1.[CallTypeID],

           a1.[DateTime],

           a1.[TimeZone],

           a1.[ReportingInterval],

           a1.[CallsAnswered],

           a1.[HandleTime],

           a1.[HoldTime],

           a1.[TalkTime],

           a1.[CallsOnHold],

           a2.[EnterpriseName]

from [ucce1_hds].[dbo].[Call_Type_SG_Interval] a1

           inner join [ucce1_awdb].[dbo].[Call_Type] a2 on

                a2.[CallTypeID] = a1.[CallTypeID]

select     a1.[CallTypeID],

           a1.[DateTime],

           a1.[TimeZone],

           a1.[ReportingInterval],

           a1.[CallsOffered],

           a1.[CallsAnswered],

           a1.[ServiceLevelCalls],

           a1.[TotalCallsAband],

           a1.[CallDelayAbandTime],

           a2.[EnterpriseName]

from [ucce1_hds].[dbo].[Call_Type_Interval] a1

           inner join [ucce1_awdb].[dbo].[Call_Type] a2 on

                a2.[CallTypeID] = a1.[CallTypeID]

1 REPLY 1
mohdas
Beginner

Hi McKenna,

The Call Type Interval tables do not represent the contact data at the

“skill” level neither at the “skillgroup” level. Call Type and

skillgroup are different entities.

If you want to report for sub skillgroup “skill” , you can fetch data

using its Skill Target id from any Skill Interval or half hour table.

Example:

Select * from SkillGroup

Explanation:

[please see attached image]

Consider Row no. 20,21, 22 . SkillTargetID 5184 is the base

skillgroup id whereas SkillTargetID 5185 and 5186 are primary and

secondary sub-skill (“skill”) in this case. If you want to track which

is the base skill group of these two sub skill , find its

BaseSkillTargetID . Here in this case you can it’s 5184.

Please let me know if this helps. 806.png

To see how many calls came for that skill type we need to query the

BaseSkillTargetID that is 5184. Base skillgroup will have the

accumulation of all sub-skillgroups.

Regards,

Mohini