Operational Tasks
Operational Tasks for new and old objects
If some new objects are created within the CCE configuration database, they generate reporting data as soon as they are used. Some of these objects also need to be properly configured within the reporting solution, otherwise the data load is not working correctly and data needs to be re-loaded again.
New objects also need to be available for the right people and old objects should still remain into the reporting system.
This chapter separates these operational tasks into two sections, one with and one without impact to the data load.
With data load impact
Not Ready Reason Codes
If some new codes are introduced onto the system, you also need to update the Not Ready Reason Code configuration to assign the new codes to the corresponding category. Use the separate guide to get this in place.
Outbound SkillGroups
If you work with the Cisco outbound dialer and if some new Outbound SkillGroups gets in place you need to update the configuration type of these SkillGroups. Refer to the section "Outbound SkillGroup configuration Reports" for doing this.
Without impact for data load
CUIC value list collections
If you work with collections, you need to update all collections where you added some new objects like CallTypes, SkillGroups, etc.
Enterprise CallType / Enterprise SkillGroup assignments
If you added some new CallTypes, you might also assign them to the existing groupings onto the reporting system or you even have to configure new Enterprise CallTypes where the new CallTypes need to be assigned to. The same applies for new Queues and their assignments to Enterprise SkillGroups.
Primary Queue assignments
If you added some new CallTypes, you might also have to define the corresponding Primary Queues.
Deleted objects
If some objects are not used anymore or if agents leave the company they should not instantly be deleted from the system. If they are deleted, you won't be able to select any data for those dimensions anymore. Renaming those objects first and keeping them in the system as long as the historical data could be relevant might be the best option. For the renaming-syntax we recommend to add a prefix that affects the sort order and to include the leaving date for the deletion process (e.g. z_del_<Name>_date).
Removing deleted objects
Maintain the system at least once a year where you delete the renamed objects where the leaving date passed the retention time.
In general, also the saved report filters need to be updated, where the new objects should be integrated. This task is normally done by the report owners.