I have a doubts regarding which table should I use to create a SQL query for CUIC report to show the following:
Based on Call Types:
How many calls are handled as, let's say, FCR,
How many times certain number called (during the day),
If it is handled last time he/she called.
And, (only an idea for now) to export abandoned numbers to dialer.
Which one is more valid or legit for this: TCD or RCD
Does RCD shows everything I need to cover with 448 code ... etc
Or Shoud I go with TCD and CallDisposition and CallDispositionFlag codes.
What are your experiences and opinions?
Thank you all
RCD is recorded to when the call routes, TCD is recorded to when the call terminates. If you want data on handled calls, you need to use the TCD - a call is not "Handled" until both parties hang up.