IPCC_Enterprise Webview Custom Report - Longest Call In Queue (Real Time)

cpi · ‎09-21-2010

We need to be able to see the longest queued time displayed next to the number of calls queued for each skill group on the agtskg20:ICM Agent Skill Group Real Time report.

I have tried using Skill_Group_Real_Time.LongestCallQ, Skill_Group_Real_Time.RouterLongestCallInQ, and Service_Real_Time.LongestCallQ and all of
these return "NULL." The only thing I have found that returns a value when we have a call in queue is Call_Type_Real_Time.RouterLongestCallQ, but that does not help me in the Skill_Group report.

How would I add the time of the longest call in queue to that report?

We are using InfoMaker 10 and have IPCC Enterprise - ICM 7.5.1.

geoff · ‎09-21-2010

I'm not sure that I would be investing time in Infomaker custom reports since with an upgrade to UCCE 8.x you would get to CUIS Lite.

I'd stick with the call type reports if you can. With IPCC, they are the most potent and reliable. Instrument your scripts correctly and go from there.

Regards,

Geoff