Real time data is stored on the Unified CCE Data Server and
optional AW-HDS-DDS. Old real time data is constantly overwritten by new
real time data. No history is kept. Real time data is stored in data fields
that reflect four time increments, as described in the following table:
Table 1 Real Time Data
data time increments
"Half" values contain a
value for the current half-hour. Real time half-hour values are not affected by
Interval configuration. That is, if you set the historical reporting interval
to 15 minutes, the Half values in real time tables represent the current
half-hour time period falling between xx:00:00 and xx:29:59, or xx:30:00 and
if it is currently 09:18:33, the CallsOfferedHalf column in the
Call_Type_Real_Time table contains a value that reflects the first 18 minutes
and 33 seconds of the specific half-hour. When a new half-hour begins, at time
09:00:00 or 09:30:00, the database element is reset to zero.
"Now" contains a snapshot
of the activity at a particular instant (the last check).
Packaged CCE software
tracks CallsQNow, which is the number of calls currently in queue for a route.
When a call is answered, the CallsQNow count is reduced immediately by one (-1)
because the call has left the queue. This change is seen at the next real time
update for reports that query for that value.
values track data on a rolling five-minute basis. The rolling five-minute data
"sliding" five-minute window.
the counts since midnight for each value
In contrast to Real
Time data collection (see
Real Time Data Collection), in which reporting data is
written to the Unified CCE Data Server and queried periodically by the Unified
Intelligence Center, the Live Data mechanism continuously processes agent and
call events from the peripheral gateway and the router, and publishes data
directly to Unified Intelligence Center. The Live Data system continuously
pushes only changed data to the reporting clients without the delay of writing
to, and reading from the database. As a result, the reporting clients receive
updates to individual values in the Live Data report as the changes occur and
at much faster refresh rates than in the Real Time data flow.
The Live Data
report templates take advantage of the Live Data service.
The Real Time data
flow is still used to support other stock and custom reports.
Packaged CCE stores historical data in
tables, and also stores Outbound Option data in Half-Hour tables. For both Half-Hour and Interval tables, historical data is written to database at the end of the completed interval. Interval tables contain 15 or 30 minute summaries, depending on which interval is set.
For half-hour intervals, the completed
interval is the time period falling between xx:00:00 and xx:29:59, or xx:30:00
For 15 minute intervals, the completed
interval is the time period falling between xx:00:00 and xx:14:59, xx:15:00
and xx:29:59, xx:30:00
and xx:44:59, or xx:45:00
Consider this example for half-hour intervals. It is now 15:50:00. An error occurred at 15:47:00. The half-hour interval
reported on right now is for the 15:00:00 to 15:29:59 interval. The error that
occurred at 15:47:00 will be written to the database at 16:00:00, when the
15:30:00 to 15:59:59 half-hour interval is complete.
Historical data is kept for
13 months. If you need additional detailed reporting retention, add the optional
database server (AW/HDS/DDS).
Table 2 Interval and Half-Hour tables
Campaign_Query_Rule_Interval (30-minute data only)
Dialer_Interval (30-minute data only)
Half-Hour (Outbound Option only)
Half-Hour tables are:
Reasons for Data Discrepancies
You may notice discrepancies in report data if you are comparing counts between real time and historical reports or comparing counts across interval boundaries.
Counts in real time data (for example CallsHandledTo5) do not
match counts in the historical interval records (for example,
CallsHandled) because the real time data is moved to the historical database at
the end of each half-hour interval.
example: at 8:55 a call comes into the contact center and is answered by an
The real time count for CallsAnswered
increases by one (+1).
Between 8:55 and 9:00, the
real time data shows the answered call.
The answered call
does not populate the half-hour data until 9:00, when the 8:00 to 8:59:59
Counts that would typically match for a day, such as
CallsOffered and CallsHandled, might not always match over specific intervals. This discrepancy occurs because the counts for some data
elements might be increased across boundaries.
Consider this example: at 8:55, a call comes in to the contact
center and is answered by an agent. The agent completes the call at
In the historical database, the call is counted
as offered in the 8:30:00 to 8:59:59 interval.
is counted as handled in the 9:00:00 to 9:29:59 interval.
If you run a report for the 9:00:00 to 9:29:59 interval, it appears that
tasks handled does not equal tasks offered for the interval.
You also might notice that tasks offered does not equal task abandoned +
tasks handled for an interval. Tasks offered reflects the number of
calls and tasks that were offered to agents in this interval, while tasks
handled and tasks abandoned might include calls that were offered in the last
interval and completed in this interval. Some historical report templates group
statistics into "Completed Tasks" to indicate that the statistics represent all
calls and tasks that completed in this interval.
general, interval boundary issues are reduced if you run daily reports.
However, if your contact center runs 24 hours a day, you might still notice
discrepancies for intervals such as the 11:30:00 to 11:59:59 and 12:00:00 to 12:29:59