Unified ICM and Unified CCE software maintains real-time
and historical status information about certain objects in the system such as
service, skill groups, routes, and scripts.
For example, the Route
Real Time table contains real-time information about each route. The Route Five
Minute and Route Half Hour tables contain historical information about each
route. The Route Real Time table contains one row for each route. (It has a
one-to-one relationship with the Route table.) The Route Half Hour table
contains many rows for each route--Unified ICM and Unified CCE software adds an
additional row for each route every half hour. (It has a one-to-many
relationship with the Route table.)
The system software updates the
real-time tables in the database every ten seconds. Real-time information
includes information about what is happening right now (for example, CallsQNow
and ExpectedDelay). It also includes summary information about what has
happened during the last five minutes (for example, CallsIncomingTo5 and
AvgTalkTimeTo5), since the last half-hour historical data (for example,
CallsRoutedHalf and CallsAbandQHalf), and since midnight (for example,
CallsOfferedToday and CallsHandledToday).
Unified ICM and Unified CCE
software generates historical information on five- and 30-minute intervals,
with the first interval beginning at midnight. For example, Unified ICM and Unified CCE software adds a new row for each Route to the Route Five Minute table every
five minutes. Unified ICM and Unified CCE software adds a new row for each Route to
the Route Half Hour table every 30 minutes. Some of the information for the
historical tables is derived from accumulation fields in the real-time tables.
For example, at the end of each five-minute interval, the value from the
CallsOfferedTo5 field in the Route Real Time table is copied to the
CallsOfferedTo5 field of the Route Five Minute table.
and 30-minute row contains a field for the date-time. The time stored in this
field is the time at the start of the interval. For example, a Service Five
Minute row for the interval from 10:00 a.m. to 10:05 a.m. contains the time 10:00 a.m.
However, some fields within the table contain a snapshot of data from the end
of the interval. For example, the CallsQNow field of the Service Five Minute
table contains the number of calls queued at the end of the five-minute period.
Therefore, the Service Five Minute row with the time of 10:00 a.m. tells you the
number of calls queued at 10:05 a.m. To find the number of calls queued at
10:00 a.m., look at the Service Five Minute record for 9:55 a.m.
Call Detail Data
Each time Unified ICM and Unified CCE software processes a routing
request, it generates a Route Call Detail row that contains information about
the request and routing decision it made. Each row includes the day on which
the request was handled and a key value generated by Unified ICM and Unified CCE
software that is unique among all requests handled that day. These two values
together comprise a unique identifier for the call.
When Unified ICM and Unified CCE software receives information that a call is completely done
(that is, for example, it has been routed to a peripheral, handled by an agent,
and disconnected), then a row about the call is written to the Termination Call
Detail table. The Termination Call Detail row indicates the agent, skill group,
and service that handled the call. It also contains information such as how
long the caller was on hold, and whether the call was transferred to another agent
after the initial routing.
If the call was sent to a
translation route, the Termination Call Detail row contains the same day and
router key values as the Route Call Detail row for the same call. You can use
these fields to link the tables and find all the call detail information for a
single call. This process is called cradle-to-grave call