Historical & Real-Time Reporting

[d.teal]

Is it possible to create reports off of Enterprise Data that is presented to an agent? Or is there some way of adding variables to a script that can be reported on?

Thanks,

Doug

[marydoyle9]

There are 10 user defined variables (columns) to use in the ContactCallDetail table (CRS ver 4.0 adn above - only five user defined vars pre4.0 release). You can define a "report variable" in your script and use the "Set Enterprise Call Variables" (General tab) to write the value of the your variable to the user defined - named Call.PeripheralVariable1 thru Call.PeripheralVariable10. (If you are running CRS pre4.0 release, use the Set Session Info step and define the value and var under the second tab.) For example, define a var named ReportVar1 - set some meaningful value to ReportVar1 then, using the Set Enterprise Call Info step (or the other), write it to the table.

Then just query the ContactCallDetail table in the CRA database (to get table layout, refer to the Database Schema manual).

Hope that helps.......