This would have to be done with reporting on the Termination_Call_Detail table. You should not need Route_Call_Detail or Agent_Skill_Group tables. A complete call should have a consistent RouterCallKey and RouterCallKeyDay across multiple rows of data. The RouterCallKeySequenceNumber will increment based on order of call leg starts, and DateTime will have the time the call leg ended. The Agent, Skill Group, and Call Type that the call delivered to are all available in TCD. I'll warn you, it can get a little tricky to decipher if calls start having many call legs, multiple transfers, transfers with RONA events, et cetera.
I've taken a stab at summarized transfer reporting before (for example, showing all destination call types based on original call type and time range for transfer), and it can get quite complex. I ended up with a report that joins TCD with itself 9 times in order to properly connect various call legs together properly in a CVP environment. I was able to write it in a way that it runs quite fast, but the SQL is not pretty.
I think I found another one. For brevity, I'm stripping the soap headers.First, I'm creating a new line using addLine <line>
I need to have a notepad with some saved text to pop up with an incoming call hit to our call center. I am aware of the thick client screen pop gadget, I am working on seeing we can change that to fit our needs. I am unsure to change to get this working
HiWe have UCCX and are using cisco finesse. We have deployed popup screen feature on finesse and it is working fine, but we have a problem. It does not create new tab for each call that is handled and every new call over writes the call info with the new ...
Hi there, Suppose Agent001 is in Ready(userstate) state while Agent002 is in Not_ready(userstate) state. Agent002 makes call to Agent001,Agent001 answers the call & now they are in Talking(userstate) state...