Operational Tasks

Operational Tasks for new objects

If some new objects are created in the CCE configuration database, they generate reporting data as soon as they are used. Some of these objects have to be configured in the reporting solution as well, otherwise the data load is not working correctly and data needs to be re-loaded again.

Not Ready Reason Codes

If some new codes are introduced in the system, you also need to update the Not Ready Reason Code configuration to assign the new codes to the corresponding category inside the Reporting database. Use the separate guide to configure this.

CCBI Dimension assignments

If there are new CallTypes and Agents configured, you have to assign them to the existing CCBI Dimensions or you even have to configure new Dimensions as well.

Primary Queue assignments

If you added some new CallTypes, you might also have to define the corresponding Primary Queues.

Deleted objects

Deleted objects remain in the CCBI database. As soon as they are deleted in CCE, they get renamed with the suffix " (deleted)". So there is nothing to do from an operational perspective, unless you want to delete the objects manually.

Please note that Agent_Teams and the assignment of the agents to those teams are handled differently. This configuration is in sync with the CCE configuration and objects and assignments are instantly removed in CCBI, if removed in CCE. Use the BU or OU Dimensions instead, if you need a more robust solution for such grouping.