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ICM SQL QUERY FOR CALL RECEIVED

I am in need of a report detailing all calls received into call center for the duration of FY13

with as much data that can be retreived is appreciated, but minimum needed data points are as follows:

Date, Time, Call Direction, Calling Phone Number, Receiving Agent, Skill Group

4 REPLIES

ICM SQL QUERY FOR CALL RECEIVED

How about you show us what you already have and then we will provide more details?

david

New Member

ICM SQL QUERY FOR CALL RECEIVED

Thanks David for response.. I have a very basic SQL query of RCD but I am not able to see agent peripheral numbers, skill groups and agents ID after running this query.

ICM SQL QUERY FOR CALL RECEIVED

Try querying Termination_Call_Detail, not Route_Call_Detail. That should have the details you're looking for.

-Jameson

-Jameson

ICM SQL QUERY FOR CALL RECEIVED

Dear Anupma,

Try below query

select * from Termination_Call_Detail where DateTime between ''start date' and "end date"

you can refer the ICM DB schema for the field description.

Date Time format as 2013-09-22 00:00:00

hope above will serve your purpose.

Regards,

Shalid K.C

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