call to Call Information on IPCC Enterprise

asomanya · ‎01-07-2008

Hello All,

Is there a way to get a call to call information of each caller that hits the ICM that can be reported on. Currently, Webview has this information on a 30 mins average, cumulative information.

Our users want information such as

1. How long each caller stayed in the queue.

2. How long it took to work on a specific call.

etc.

msaskin · ‎01-08-2008

I've never been big on custom webview reports, but the information you're looking for can certainly be had from within the HDS database.

Take a look at the t_Termination_Call_Detail table - it contains a row for every distinct route that a call takes. For example, if you have inbound calls receive IVR treatment then pass to an agent, you should have 3 rows per call, excluding transfers, etc.

For each route, you can see various data points, including the amount of time the call spent in various states (talking, ringing, hold, etc.)

For more information, you may want to look at the IPCC Enterprise Database Schema document, which describes the various tables in the HDS and AWDB in great detail.

asomanya · ‎01-08-2008

Thanks msaskin, that was the information I was looking for Regards

Riccardo Bua · ‎01-09-2008

HI there,

to better qualify this activities, there is the Call Type definition, instead of polling everytime the TCD which could be quite intensive, you could define specific call flow as call types and then report based on their use.

Regards,

Riccardo