148 Available Data
Service_Real_Time and Service_Half_Hour tables. To arrive at daily
values, the ICR sums the Service_Half_Hour rows for each day.
The ICR tracks the same types of data for service arrays as it does for
services. For service arrays, the ICR tracks the following types of data:
Call counts
Service levels
Queues and delays
Call handling states
Time allocations
See also:
For descriptions of the specific data tracked for service arrays, see the
“Peripheral Services Data” section earlier in this chapter.
7.9. Route Data
The data that the ICR collects for routes are very similar to the data
collected for services. A route is a value returned by a routing script that
maps to a skill target at a peripheral. A skill target at a peripheral might
be a service, skill group, an agent, or a translation route. A route can be
thought of more simply as the final destination to which a call is directed
after the ICR has made its routing decisions.
Each skill target (for example, an agent) can have one or more routes. In
addition to pointing to a specific skill target, each route is also associated
with a service. This allows the ICR to account for each call under a
service. In this sense, you can think of a service as being a collection of
routes. (This is the reason you can drill down from services to routes in
peripheral and enterprise service reports.)
Route data are stored in the Route_Real_Time and Route_Half_Hour
tables. To arrive at daily values, Monitor ICR sums the
Route_Half_Hour rows for each day.
The ICR tracks the same types of data for routes as it does for services.
For routes, the ICR tracks the following types of data:
Call counts
Service levels
Queues and delays
Agent call handling states
Agent time allocations
See also:
For descriptions of the specific data tracked for routes, see the
“Peripheral Services Data” section earlier in this chapter.