I do not see data in the route real time reports, I am particularly interested in calls answered today (to display on wallboard), I see calls routed today however that does not account for abandoned calls. Vitrually all of the route real time fields are blank, the skill group fields are all present however do not give me what I want.
Is there anything that I have to turn on to get valid data in the route real time table?
This question was asked by someone else about 1 year ago however the bug number given as a possible fix (CSCsa96850) does not appear to be related at all.
Many thanks in advance.
Happy to hear that you hae solved your issue. It's often frustrating to reply to questions on UCCE reporting because the way the system works is sometimes not what the questioner expects.
As David was intimating, it is appropriate to create and set a "queuing" call type (nothing special, but a naming convention really helps - mine always end in _Q) immediately before the ESGQ or SGQ node. This should be after processing for opening hours, holidays, logged in agents - whatever. You want a clear and unambiguous count of the abandoned calls, ASA etc.
Handled calls in the Call Type report is what you're looking for, right?