Unfortunately, I don't think there's a way to track a single call and the time it is in queue for each individual Skill Group through the detailed DB records like Termination Call Detail. The "QTime" values in TCD don't map to specific SkillGroups, and there's no way to "force" the opc process on the PG to cut new TCD records at will to break up the QTime values.
You may have to resort to custom scripting to extract this information -- for example, writing the current timestamp to a separate variable immediately prior to queuing to each SkillGroup, and then using that information and the total delay and queue time for the call to calculate how long it was in queue for each SkillGroup.
Contact Center users dial out/call customers from their computers via a desktop based application like Cisco Finesse Agent / CAD (Cisco Agent Desktop) application or any other 3rd party application.As per organizational process the requirement is ...
i want share with you my setup, how i configure TMS 15.6.0 with SQL 2012:
-first of all this deployment design in LAB just for practice, my deployment contain SQL and TMS in same server if you need to install TMS in another server yo...