Custom Web Reports

[jrtejada2k]

I want to get data from IPCC express database

The reports I want to generate contains the following data

Amount of Transfered Calls

IVR attended calls

Ringing time average for calls

Times an Agent has loged in with time

Agent Group

I also want to show the options that the customer has selected in the IVR so I can clasify calls by options selected

We are not working with skills so all agents can answer all calls but by priority, firs the group Analyst next group Specialists then Supervisors

Do you happend to know how can I get those data from the database

I'm searching in ContactCallDetail, ContactRoutingDetail, ResourceGroup

I also want to know the time elapsed since IVR puts the call in the queue till the agent answer the call or till the call is reaching voice mail so agents busy can call the customer back as soon as they get free.

I hope you can help me, best regards

[pklos]

All information is available in Cisco Customer Response Solutions Database Schema

For example:

http://www.cisco.com/application/pdf/en/us/guest/products/ps6488/c1626/ccmigration_09186a00804a27a1.pdf

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regards,

pk

[jrtejada2k]

Thanks Pkalos I've all ready read that information but it is not clear to me which fields maps the information I'm needing

For instance if I want the IVR calls I'm using

originatorType=1

contactType=1

contactDisposition=2 ?? answer or abandoned

originatorType=1

destinationID=null or empty??

destinationType<>1

But I do not know if this is correct

This is just an example I have so many questions about.

Please Help me

Regards,

Juan

[pklos]

Try to analyze queries user by Cisco CRS Historical Reports. It should be easier.