I have a requirement which asks of me to get the values such as DelayQAbandTimeTo5 (Sum of delay time of all calls to the service abandonedin queue during the rolling five-minute interval) and AvgDelayQNow (Average delay for calls currently in queue for the service). From the ICM Database Schema Handbook, I see a Service_Real_Time table that has these fields. Also, this table has a SkillTargetID with which I can query this table to get these values. So just by having a Skill Group Peripheral number, I can retrieve the Skill Target ID and use it aginst the Service_Real_Time table to get the values from the table. But for some reason, these values do not get updated.
I am not sure if I have to do some script level changes for this table to get updated. Please advice.
I'm not 100% on how to go about with what you're doing, but one way in which I would start would be to look at the WebView reports which Cisco provides. Specially caltyp22 and 23, I think those might give you a good starting point. You can look at those templates, see the queries in the background, and modify them to fit your needs.
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