Real Time Data Collection
Every 15 seconds (by default), both the Unified CCE Peripheral Gateway and the Call Router produce data that is forwarded and stored in the databases. This current (real time) data includes data about agents, skill groups, services, call types, Precision Queues, and other entities. Unified Intelligence Center queries the database periodically to retrieve the data stored in the Administrative Workstation (AW) database and presents it to clients, such as reports and message boards. Old real time data is constantly overwritten by new real time data. No history is kept. Real time data is stored in data fields that reflect four time increments, as described in the following table:
Real time data time increments |
Description |
---|---|
Half |
"Half" values contain a value for the current half-hour. Real time half-hour values are not affected by Interval configuration. That is, if you set the historical reporting interval to 15 minutes, the Half values in real time tables represent the current half-hour time period falling between xx:00:00 and xx:29:59, or xx:30:00 and xx:59:59. For example, if it is currently 09:18:33, the CallsOfferedHalf column in the Call_Type_Real_Time table contains a value that reflects the first 18 minutes and 33 seconds of the specific half-hour. When a new half-hour begins, at time 09:00:00 or 09:30:00, the database element is reset to zero. |
Now |
"Now" contains a snapshot of the activity at a particular instant (the last check). For example, Unified CCE software tracks CallsQNow, which is the number of calls currently in queue for a route. When a call is answered, the CallsQNow count is reduced immediately by one (-1) because the call has left the queue. This change is seen at the next real time update for reports that query for that value. |
To5 |
The "To5" values track data on a rolling five-minute basis. The rolling five-minute data employs a "sliding" five-minute window. The To5 data is updated every ten seconds in the database. |
Today |
To arrive at values for "Today", Unified CCE software adds the values at the end of each interval since midnight. It also counts the values for the current half-hour. At the end of each half hour, half-hour data (for example CallsOfferedHalf) is summed into the Today data. At midnight, the real time Today count is cleared in the database. Midnight is defined using the time of the peripheral. |