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Cisco Bug: CSCvu39649 - RouterErrorCode details in DB schema

Last Modified

Sep 15, 2020

Products (1)

  • Cisco Unified Contact Center Enterprise

Known Affected Releases

10.0(2)ES

Description (partial)

Symptom:
When calculating the total number of Offered Calls for a set of skill groups, they are seeing a high value in the RouterError column. This data is pulled from the Skill_Group_Interval table. The customer was originally thinking that RouterError = abandoned calls, but this is not the case.

Conditions:
When looking at the DB Schema, the RouterError column has the following description:

The number of calls that resulted in an error condition in the reporting interval. This field is applicable to Unified CCE environments and to Unified ICM environments where calls are translation-routed to Skill Groups.

Are you able to find any documentation that explains what ICM considers to be an error condition that counts towards RouterError in the Skill_Group_Interval table?
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