01-07-2008 08:48 AM - edited 03-14-2019 01:42 AM
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.
01-08-2008 08:22 AM
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.
01-08-2008 11:22 AM
Thanks msaskin, that was the information I was looking for Regards
01-09-2008 08:33 AM
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
Discover and save your favorite ideas. Come back to expert answers, step-by-step guides, recent topics, and more.
New here? Get started with these tips. How to use Community New member guide