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Cisco Bug: CSCvs97676 - CUIC "Precision Queue Interval All Fields" Report

Last Modified

Sep 30, 2020

Products (1)

  • Cisco Unified Contact Center Enterprise

Known Affected Releases

11.0(1)

Description (partial)

Symptom:
1. RouterCallsDequeued should be replaced with the CallsDequeued in Database Schema 11.0(1) and there is no field RouterCallsDequeued in the RQI(Router_Queue_Interval).

Router_Queue_Interval
ServiceLevel
Ignore Abandoned Calls ServiceLevel = ServiceLevelCalls / (ServiceLevelCallsoffered - ServiceLevelCallsAband - RouterCallsDequeued)


2.
About Service Level in CUIC "Precision Queue Interval All Fields" Report, Real SQL query in CUIC is different from Database Schema .Hence add the field CallsAbandDequeued to the Formulae for the ServiceLevel under the table Router_Queue_Interval.

e.g. When ServiceLevelType is 1

Service Level
ServicelLevel=CASE min(isnull(PQ.ServiceLevelType,0))
WHEN 1 THEN CASE WHEN (sum(isnull(R.ServiceLevelCallsOffered,0)) - sum(isnull(R.CallsDequeued,0)) - sum(isnull(R.CallsAbandDequeued,0)) - sum(isnull(R.ServiceLevelCallsAband,0))) <= 0 THEN 0 ELSE
sum(isnull(R.ServiceLevelCalls,0)) * 1.0 /
(sum(isnull(R.ServiceLevelCallsOffered,0)) - sum(isnull(R.CallsDequeued,0)) - sum(isnull(R.CallsAbandDequeued,0)) - sum(isnull(R.ServiceLevelCallsAband,0))) END
WHEN 2 THEN CASE WHEN (sum(isnull(R.ServiceLevelCallsOffered,0)) - sum(isnull(R.CallsDequeued,0)) - sum(isnull(R.CallsAbandDequeued,0))) <= 0 THEN 0 ELSE
sum(isnull(R.ServiceLevelCalls,0)) * 1.0 /
(sum(isnull(R.ServiceLevelCallsOffered,0)) - sum(isnull(R.CallsDequeued,0)) - sum(isnull(R.CallsAbandDequeued,0))) END
WHEN 3 THEN CASE WHEN (sum(isnull(R.ServiceLevelCallsOffered,0)) - sum(isnull(R.CallsDequeued,0)) - sum(isnull(R.CallsAbandDequeued,0))) <= 0 THEN 0 ELSE
(sum(isnull(R.ServiceLevelCalls,0)) + sum(isnull(R.ServiceLevelCallsAband,0))) * 1.0 /
(sum(isnull(R.ServiceLevelCallsOffered,0)) - sum(isnull(R.CallsDequeued,0)) - sum(isnull(R.CallsAbandDequeued,0))) END
ELSE 0 END,

Conditions:
Precision Queue Interval All Fields
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