Distinguishing Same-Named Queues
This section describes steps you can take to reset dimensions to distinguish queues with matching names. GI2 expects contact center objects to be uniquely named, and while this is usually true in single-switch environments, it might not be true in more complex environments that employ more than one switch. In such scenarios, the names of queue objects could be identical from one switch to the next. Because the contact center objects in your enterprise might not have unique names, the queue-based GI2 reports consider only a queue’s name when retrieving data about queue objects. The reports do not filter data based on the switch from which the data originated, so queue-based GI2 reports display the results for all queue objects sharing the same name instead of only the results from the intended queue.
To reset the definition of queue dimensions to recognize the queue’s switch: