Created by: AHMED Ali on 20-01-2013 03:02:39 AM Dears, I've a VXML application to evaluate agent performance. This is the scenario we have for this process: 1- the main vmxl application is executed via ICM script. 2- the customer choose "Transfer to Agent" option. 3- VXML application transfer the call to ICM script again. 4- ICM script transfer the call to the proper skill group. 5- The agent transfer the call again to a specific ICM script. 6- This ICM script transfer the call again to Evaluation VXML application. My Question is : How to transfer the agent's ID (Agent who handled the call) to the Evaluation VXML application.
Subject: RE: Agent Evaluation Issue Replied by: Kristian Martell on 21-01-2013 09:26:32 AM on that ast transfer in to the ICM the ANI field should contain the Transferring Agent's ANI. Although it is not the AgentID you should be able to cross refrence the ANI to get the AgentID of the logged in agent at that time.
Subject: RE: Agent Evaluation Issue Replied by: AHMED Ali on 24-01-2013 07:18:40 AM Thanks Kristian but is there anyway to get the agent ID as this will help on reporting.
Kristian Martell:
on that ast transfer in to the ICM the ANI field should contain the Transferring Agent's ANI. Although it is not the AgentID you should be able to cross refrence the ANI to get the AgentID of the logged in agent at that time.
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