This is the way that I see it... There are two types of information about the call:
- Agent Oriented data includes items such as talk time and so on, since this indicates what the agent actually did. This data answers the question: what did the agents do?
- Call Oriented Data includes items such as the features of the call itself, such as abandoned time, service level met or not. This data answers the question: what were the defining features of the call?
The tricky thing with Call Type is that calls can inherit new Call Types as they go through the system, which could make overall talk time more difficult to track.
That said, the only thing I could find was in the Call Type Real Time Table, which is a field called 'TalkTimeToday' and can be found in the caltyp24 webview report. Perhaps you could manipulate that?
I hope that you have better luck and I will look forward to other people's opinions...
IntroductionCUCM Routing RulesDial String implementation PolicyCUCM Routing LogicSIP URI Call Routing Analysis+++ Case Study: 1 ++++++ Case Study: 2 +++Conclusion
Over the last few months, I have had the privilege of working on SI...
Are you getting this error “Installer User Interface Mode Not Supported. The installer cannot run in this UI mode. To specify the interface mode, use the -i command-line option, followed by the UI mode identifier. The value UI mode identifiers...