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New Member

What is Ent Queued on perskg22?

What is Ent Queued on perskg22?

Official answer from Cisco

Total Queued

The number of tasks queued to the group by the CallRouter and the local ACD queue.

Derived from: Skill_Group_Half_Hour.RouterQueueCallsToHalf + Skill_Group_Half_Hour.CallsQueuedToHalf

Ent Queued

The number of tasks queued queued by ICM to the skill group during the half-hour interval.

Note: This does not include calls queued locally by TDM ACDs. Derived from: Skill_Group_Half_Hour.RouterQueueCallsToHalf

However this does not seem quite right to me as the total queued figure always seems to be exactly double the Ent Queued figure. In addition we are not using a TDM ACD, so I think the correct figure is Ent Queued. Which means why is Total Queued giving us a figure that is double.

This is a System IPCC (7) install. Any thoughts on what might cause this.

Cheers

Bully

1 REPLY
New Member

Re: What is Ent Queued on perskg22?

The Total Queued in the report is derived from

Call_Type_Half_Hour.RouterQueueCallsToHalf +

Skill_Group_Half_Hour.CallsQueuedToHalf.

While the Ent Queued is derived from only call_Type_Half_Hour.RouterQueueCallsToHalf

This URL should help you:

http://www.cisco.com/univercd/cc/td/doc/product/icm/icmentpr/icm70doc/coreicm7/config7/icme70ds.pdf

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