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
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.
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