ICM Custom reporting - Agentwise reports

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Aug 27th, 2008
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We've got a client running on ICM 7.2. Customer has got some 20-30 dealers spread across country and I've created a call type for each dealer, so that we can check call type reports. Now, they want one to one reports based on relation between agent and calltype i.e. I would like to know if we can report how many times calls from a particular calltype was handled by a particular agent and how long this agent has spent on this calltype. Pls suggest which reports and fields can be used to generate a custom report for this.


Soman Nair.

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Riccardo Bua Thu, 08/28/2008 - 06:53
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Hi Soman,

you might need to join separate tables elements, this truly goes in the customisation side of the product, I suggest you sign for a dev support contract to help you assess the challenges coming from the outlined scenario.



somannairv Sat, 08/30/2008 - 05:14
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Thank you Riccardo. I'd be keen to know which field/s can be used as key to relate data from diff table to use join query. Also, if any of existing report can be used as a template to kick off with.



At the end of the day, all the information you need is in the Termination_Call_Detail table. It will tie together the call type and the agent.

This data needs to be offloaded from the HDS database to another database server, not running any ICM components. As Cisco say:

"This table can become very large. Running custom reporting queries against it while it is on the HDS can degrade performance."




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