I am working for a bank contact center (ICMv7) and facing an issue regarding the difference between the number of CallsOfferedHalf for a day and the number of records retrieved from TCD for the dialed number. Please see more details below:
Dialed Number = 1234
Call Type = Call_Type1 (CallTypeID = 5432)
I am using caltyp22: Call Type Daily report on webview to report for a yesterday and found the calls offered = x
I am using the following query to extract the number of records from TCD based on the DNIS
Select DNIS, ANI, DateTime
Where DNIS = '1234'
AND DateTime >= :start_date
AND DateTime <= :end_date
The number of records is y
I have noticed that y is greater than x. My understanding is that number of records for the dialed number 1234 should match the calls offered for the respective call type Call_Type1 for a particular period but it is not happening.
Has anyone faced the same issue before or can anyone suggest anything related to this issue.
First understand that these tables are coming from different sources. The CTHH tables are written based upon data received from the Central Controller, whereas TCD is written based upon data received from the various peripherals. So, even if you are lining up what should be the same data elements, there's always the possibility that it won't match exactly if there was some error that occurred.
But, I think the answer to your question is based on a related fact which is that TCD contains one or more rows from each peripheral that handled the call. So, you could have one from the IVR and one from the ACD (or multiple if it was transferred/conferenced/etc). If you are looking for a single entry for each call received, try querying Route_Call_Detail instead.
Do any of the calls change call type? Since RCD only records one row, that may be the case. You could also use the Region Editor to define custom regions and then use a region check (or CLID node) in your script to check the ANI and set one of the peripheral variables with the data you want to collect.