I have a customer who has asked for a Skill_Group report that shows Calls Handled, Abandoned and Service Level for the current day. They want to use the report as a wallboard and I have seen commercial wallboards that claim to be able to do this but I cant see how to extract this data.
The Skill_Group _Real_Time table has got the values for the last 5 minutes and the Skill_Group_Half_Hour table has them for the last half hour. I can add these values together but there will always be 0-25 minutes unaccounted for.
Is my only option to scan through the Termination_Call_Detail records and extract the values from the call hisrtory or is there an easier way of getting the required data?