McDewey

C H A P T E R 3 Interpret Database Records • Overview, on page 7 • Call Scenarios, on page 7 • Chat Scenarios, on page 23 Overview The following abbreviations are used for database records: • ACDR—AgentConnectionDetail record in the AgentConnectionDetail table. • ASDR—AgentStateDetail record in the AgentStateDetail table. • CCDR—ContactCallDetail record in the ContactCallDetail table. • CQDR—ContactQueueDetail record in the ContactQueueDetail table. • CRDR—ContactRoutingDetail record in the ContactRoutingDetail table. • TACDR—TextAgentConnectionDetail record in the TextAgentConnectionDetail table. • TCDR—TextContactDetail records in the TextContactDetail table. • TASDR—TextAgentStateDetail records in the TextAgentStateDetail table. • TCQDR—TextContactQueueDetail record in the TextContactQueueDetail table. Call Scenarios The following assumptions are made for the call scenarios: • Auto-work is disabled for incoming Automatic Call Distribution (ACD) calls. • Auto-available is enabled for agents. Call-Related Detail Records Flow The following table presents an example of the general flow of detail records for incoming ACD calls. Cisco Unified Contact Center Express Report Developer Guide, Release 12.5(1) 7