Contents

Data Collection Relationship

The following diagram shows how Interaction Detail Viewer data collection correlates with legacy summary data collection.

Notes

The IWrkgrpQueueStats table contains the summary of interactions. The preceding diagram is based on one interaction being received, answered, and completed with follow up work within the interval in question.

When there are multiple interactions, the stats related to them are summarized according to their workgroup, media type, and report group. To correlate them, it would be necessary to find corresponding Interaction Detail Viewer segments. The purpose of the preceding diagram is not to compare the Interaction detail viewer segment with IWrkGroup Queue statistics. Instead, it is to explain how the statistic collection is mapped between the two data collection modules.

Interaction Detail Viewer gives the snap shot of the interaction state changes in the CIC system. It does not consider agent activities other than the follow up event that happened as a result of an ACD interaction it tracked.

Also the duration in the Detail Viewer is linear and not overlapped with each other, whereas IWrkGrpQueueStats are overlapped with each other. When there are multiple interactions with complex interaction scenarios such as transfers and conferences involved, breaking the summary statistics into detail segments is not intuitive.