I am looking at building a contact centre for an IT user support business.
The customer wants to be able to report on how many calls a certain customer has made, average call duration and all other details on an individual customer basis.
I have thought about giving each customer a PIN number then get them to enter that when they call the script. Then log this along with other details into a separate database and run my own reports on that
Has anyone else done anything similar? As I see that running queries against my database for the customer number and against the Cisco database for call times, durations etc might get messy