IPCC Webview reporting queries

pratik.rb · ‎07-23-2007

Hi Pros,

I was wondering whether following things are possible with IPCC 7.0/Webview

) identify the 'Max Ans Wait' , 'Min Abn Wait' and 'Max Abn Wait' with the exact time stamp (Currently all report seem to show only average)

2) facility to differentiate between an agents break duration from 'Not Ready for After call work'

Regards,

Pratik

tapk5 · ‎07-23-2007

(1) All these report data come from half hour table, which are summarized by half hour period. if you want to see the exact time when 'max ans wait', you have to create custom report against call detail tables

(2) Not ready and wrapup state are different in IPCC

Wei

Gergely Szabo · ‎07-27-2007

Take a look at this (applies to ICM 7.2):

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_7_2/reference/guide/Schema72.pdf

or use the Database Schema link on your AWS.

G.