Logical storage of ACD data

Last Updated : Jun 28, 2024 |
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Logical storage refers to howorganizes data for processing. It affects howusers access and work with ACD data.stores all ACD data received from the communication server in the real-time and historical databases.
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CMS overview

Real-time databases

Real-time databases include tables for the current intrahour interval data and the previous intrahour interval data. The storage interval can be 15, 30, or 60 minutes.

Historical databases

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Historical databases include tables for the intrahour, daily, weekly, and monthly data. The following table shows all historical database tables and the maximum time that the data can be stored in a particular table:
Historical database tables
Maximum time for data storage
Intrahour historical data
370 days
Daily historical data
5 years (1825 days)
Weekly historical data
10 years (520 weeks)
Monthly historical data
10 years (120 months)

Data summarizing

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Whencollects data from the ACD, the real-time database stores the data for the current interval. At the end of the current interval, the following events occur:
  • The data that was in the current interval database table is archived to the previous interval database table.
  • The data that was in the previous interval database table is archived in the historical database as intrahour historical data.
The data remains in the historical database as intrahour historical data for a maximum of 370 days. At your designated data summarizing time, the intrahour historical data is summarized into daily historical data.
The daily historical data is summarized on a weekly and monthly basis. At the end of your designated week, the daily historical data is summarized into weekly historical data. On the first day of a new month, the daily historical data is summarized into monthly historical data for the previous month.

Data storage

The following figure shows howstores data.
Diagram shows how CMS stores data for real-time and historical data, and how the data is summarized