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Community Member

How to get some specific statistics from IPCC Enterprice?

Good day.

We try to make realtime cusctom statistic for our client and faced with some

problems - there is lack of certain information.

Target:

Necessary statistics data by skill group:

- Offered calls by skill group

- Quantity of answered and abandoned calls by skill group

- Average and max. talk-time in skill group

Time periods output information:

- today

- hour

- half-hour (00:00 _ 00:30 _ 00:60)

Refresh interval:

- real-time

Interfaces for getting statistics:

- Data Base

- CTIOS

Solution 1:

Statistic interface: Data Base

We use real-time Data Base (tables*_Real_Time), because we need time periods

output information, as stated above. Historical data refresh every half-hour ?

it is very slowly.

Problem of Solution1:

We can make our personal 5 minutes intervals, during data collection from

real-time tables (tables *_Real_Time). From these intervals we can select all

needed time period. In this situation we can?t count mistakes appeared during 5

floating minutes in your real-time tables to make 5 minute static intervals

(00:00_00:05_00:10 etc).

Can we do it in practice?

Solution 2:

Statistic interface: CTIOS

Get information by COM CTIOS

Problem of Solution 2:

Absence data about:

- abandoned calls,

- offered calls

- offered calls by hour

- max. talk-time.

Can you please give us a general decision to satisfy our client needs fully?

Thank you.

-- best regards, Igor
1 REPLY
Community Member

Re: How to get some specific statistics from IPCC Enterprice?

Why don't use Webview, which shall have all information you ask for?

Wei

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