Cisco Bug: CSCvu03533 - ICM DB Schema Guide HandledCallsTime Formula in SGI and Skill_Group_Real_Time Table
May 20, 2020
- Cisco Unified Contact Center Enterprise
Known Affected Releases
Symptom: HandledCallsTime calculation based on the formula provided in ICM DB schema guide does not match sometimes. HandledCallsTime = HandledCallsTalkTime + IncomingCallsOnHoldTime + (WorkNotReadyTime + WorkReadyTime) Conditions: DB schema guide states to include WorkNotReadyTime/WorkReadyTime for HandledCallsTime. But this WorkNotReadyTime/WorkReadyTime is common for handledcalls as well as internal/outbound calls which is creating the discrepancy.
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