Avaya Support Forums  

Go Back   Avaya Support Forums > Contact Center Applications

Thread Tools Search this Thread Display Modes
Old 01-21-2015, 10:42 AM
cbobch cbobch is offline
Join Date: Dec 2014
Posts: 3
cbobch has 10 reputation points
Default A couple of questions about fields in back end tables

Hi all,

I'm pulling data from CMS table dsplit into a sql server table so we can do reporting on it without hitting the CMS database directly. I get the full table with no issue. However since the turn of the year I've noticed a couple of anaolimies and I'm trying to figure out where/how these fields get populated.

Issue # 1: Before 1/1/2015 we were seeing every split with a service level After 1/1//2015 only a few splits have the service level populated the rest are 0. Where does this field get populated from?

Issue # 2: similar to issue # 1 above, but the field in this case is MaxOCWTime. We're using this as the MaxQueue time, so it's kind of important to us. Where/How does this get populated from?

Any help is appreciated.
Reply With Quote
Old 01-21-2015, 10:59 PM
shaikht shaikht is offline
Join Date: Feb 2010
Posts: 246
shaikht has 25 to 49 reputation pointsshaikht has 25 to 49 reputation pointsshaikht has 25 to 49 reputation points


The database items for the Split/Skill Service Level report are stored in the hsplit (intrahour interval) table.The acceptable service level is defined on the Call Center Administration: Split/Skill Call Profile window. Hence please check if it is still set for all skills.Also you can pull Split/Skill Graphical Service Level report to see if standard report is giving data.

For second question,MaxOCWTime is database item with following definition:
The maximum length of time that a call, recorded during the collection interval, waited in queue and ringing before an agent answered in this split/skill, the caller abandoned, or the call was redirected, received a busy signal, or was disconnected.
Again pull System Graphical Maximum Delay report to see if it matching with max delay for the skill.

I hope it helps.
Reply With Quote

Thread Tools Search this Thread
Search this Thread:

Advanced Search
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off

Forum Jump

All times are GMT -7. The time now is 06:17 PM.

This Forum is provided solely for the use and convenience of Avaya customers and partners. Use of the Forum is subject to the Terms and Use and Privacy Statement found at www.avaya.com. No other use is permitted. The Forum including all content posted is “AS IS” and Avaya expressly disclaims all warranties and/or guarantees as to its accuracy, reliability, usefulness, quality or non-infringement of intellectual property. Avaya reserves the right to remove any content posted on the Forum at any time and for whatever reason.

Avaya will not be liable for any content posted on this Forum, including, without limitation, any errors or omissions or for any losses or damages of any kind incurred as a result of use or reliance on any content, regardless of its origin.

You expressly understand and agree that you assume all risks associated with use or reliance on this content.