Can anyone please advise how to calculate the daily call volume in a contact center - the counts of the calls terminated in ICM ?
Is there any webview report or a SQL query which provides the count ?
Many thanks in advance for the help!
Thanks & Regards,
The ICM software generates a Termination_Call_Detail record for each call that arrives at the peripheral. From This report you can get the number of calls to ICM as well as the call details.
To get the report run this sql query
select * from dbo.t_Termination_Call_Detail where convert (varchar(10), DateTime, 101) = '12/03/2010'
There can be multiple entries in the TCD for one call, with transfers etc. and with the switch leg for CVP, if that's being used - which will throw out your calculations. Better to count the entries in the Route_Call_Detail table.
In the TCD table, we have an field "RouterCallKey". This field is common for all the call legs of a particular call.
We can try using below query and get total calls for particular day.
select distinct RouterCallKey from t_Termination_Call_Detail
where DateTime between '2010-12-02 00:00:00.000' and '2010-12-02 23:59:59.999'