UCCX 10.5 - Audit Skilling of Resources

[DemPackets]

I have a need to try and figure out resource skilling. I need to know what skill a user had at a particular time. We relinquished agent skilling to the Call Center and the queues are behaving strangely. We believe this is because the agents are getting dynamically skilled but we have no way to really see if UserX held SkillY at time Z. 

Can anyone think of a way to do this?

[david.macias]

You'll have to write something which queries the API to have this kind of information. And even then you would not know who make the change.

david

[Deepak Rawat · Accepted solution]

This is something not very straightforward and you will need to join information from one table and then use it with other. Refer below:

Run below query from UCCX CLI first to get the skillname and skillid

run uccx sql db_cra select * from skill

After running above query, run below:

run uccx sql db_cra select (resourceSkillMapID) from resource where resourceloginid='derawat' and dateinactive > '2015-09-28 00:00:00'

resourceSkillMapID is nothing but the skillid only that you got from the skill table and derawat is the userid. You will ofcourse need to change the userid and dateinactive as per your requirements

You can refer to below DBSchema guide to know more about the tables and available fields within UCCX database:

http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/reference/guide/dbschema.pdf

Note: You might see some records associated with the resource that may not be available in skill table anymore so nothing can be done about that. Even though it is not full proof but this is the maximum you can get in regards to what you are looking for.

Regards

Deepak