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New Member

Viewing of Caller IDs from ICM Reporting & agent wise listing of Wrapup tim

Hi,

Does the ICM reporting tool give me a report / listing of Caller IDs of the people who called my call centre. If no then what is the table i need to query in the ICM Database to view the same.

I also want to know whether it's possible to get the wrap-up time, call handle time based on an agent. I get this based on skill group.

This is useful if you wanna know which agents have more wrap up time, handle time etc

Rgds

Anand

2 REPLIES
New Member

Re: Viewing of Caller IDs from ICM Reporting & agent wise listin

Hi -

the Route_Call_Detail table has the ANI info (phone numbers) of the people who call your call center. It's in the ANI field.

Renee Braun

Anonymous
N/A

Re: Viewing of Caller IDs from ICM Reporting & agent wise listin

Yes. The query is below from the Route and Termination Call Detail. Just change the neccessary information to suit your needs

Select Route_Call_Detail.DateTime,

Route_Call_Detail.ANI,

Route_Call_Detail.Variable6,

Route_Call_Detail.Variable8,

Route_Call_Detail.Variable9

From Route_Call_Detail

Where Route_Call_Detail.DateTime >= 'May 7 2002 12:00AM' AND

Route_Call_Detail.DateTime <= 'May 9 2002 11:59PM' AND

Route_Call_Detail.ANI = '10 Digit ANI'

GO

Select Termination_Call_Detail.DateTime,

Termination_Call_Detail.ANI,

Termination_Call_Detail.PeripheralID,

Termination_Call_Detail.Variable6,

Termination_Call_Detail.Variable8,

Termination_Call_Detail.Variable9,

Termination_Call_Detail.DNIS

FROM Termination_Call_Detail

WHERE Termination_Call_Detail.DateTime >= 'May 7 2002 12:00AM' AND

Termination_Call_Detail.DateTime <= 'May 9 2002 11:59PM' AND

Termination_Call_Detail.ANI = '10 Digit ANI'

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