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Cisco Bug: CSCvu03533 - ICM DB Schema Guide HandledCallsTime Formula in SGI and Skill_Group_Real_Time Table

Last Modified

May 20, 2020

Products (1)

  • Cisco Unified Contact Center Enterprise

Known Affected Releases


Description (partial)

HandledCallsTime calculation based on the formula provided in ICM DB schema guide does not match sometimes.

HandledCallsTime = HandledCallsTalkTime + IncomingCallsOnHoldTime + (WorkNotReadyTime + WorkReadyTime)

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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