08-20-2007 01:38 PM - edited 03-14-2019 01:12 AM
I want to get data from IPCC express database
The reports I want to generate contains the following data
Amount of Transfered Calls
IVR attended calls
Ringing time average for calls
Times an Agent has loged in with time
Agent Group
I also want to show the options that the customer has selected in the IVR so I can clasify calls by options selected
We are not working with skills so all agents can answer all calls but by priority, firs the group Analyst next group Specialists then Supervisors
Do you happend to know how can I get those data from the database
I'm searching in ContactCallDetail, ContactRoutingDetail, ResourceGroup
I also want to know the time elapsed since IVR puts the call in the queue till the agent answer the call or till the call is reaching voice mail so agents busy can call the customer back as soon as they get free.
I hope you can help me, best regards
08-20-2007 01:45 PM
All information is available in Cisco Customer Response Solutions Database Schema
For example:
--
regards,
pk
08-20-2007 01:53 PM
Thanks Pkalos I've all ready read that information but it is not clear to me which fields maps the information I'm needing
For instance if I want the IVR calls I'm using
originatorType=1
contactType=1
contactDisposition=2 ?? answer or abandoned
originatorType=1
destinationID=null or empty??
destinationType<>1
But I do not know if this is correct
This is just an example I have so many questions about.
Please Help me
Regards,
Juan
08-21-2007 07:28 AM
Try to analyze queries user by Cisco CRS Historical Reports. It should be easier.
Discover and save your favorite ideas. Come back to expert answers, step-by-step guides, recent topics, and more.
New here? Get started with these tips. How to use Community New member guide