06-10-2018 04:27 AM - edited 03-14-2019 06:14 PM
Hi,
Is there any way to see how many times customer is calling to the contact center.. Is there any SQL query for that??
Solved! Go to Solution.
06-12-2018 11:16 AM
SELECT ANI, COUNT(*) AS CallCount
FROM Route_Call_Detail (NOLOCK)
WHERE (ANI) = '2125551212'
GROUP BY ANI
06-11-2018 07:59 AM
Hi there
Did you mean the total incoming calls to your Contact Center. You can get that details from Traffic Analysis Report (Total Incoming Calls, Average Calls, Peak Calls etc) or to get the calls landed on application using the Application Performance Analysis Report in CUIC.
Hope this helps!
Cheers
Rath!
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06-12-2018 09:40 AM - edited 06-12-2018 09:43 AM
Hi Ratheesh,
I mean the number of times a customer is calling (not the total number of calls)
For example: Customer A is calling 10 times to call center, I wanted to know whether we can see the number of times he called. Something like below
ANI: Count
123456 10
Can we get these record from RCD table??
06-12-2018 10:33 AM
Just curios to know are you using CCX or CCE.
In CUIC, Detailed Call by Call CCDR Report, you can filter based on ANI and will populate all the calls made from that ANI to your Call Center Number. Is that suffice ?
Hope this helps!
Cheers
Rath!
***Please rate helpful posts***
06-13-2018 01:01 AM
Hi Ratheesh,
We are using UCCE. Detailed Call by Call CCDR Report is available only in CCX right ?
06-12-2018 11:16 AM
SELECT ANI, COUNT(*) AS CallCount
FROM Route_Call_Detail (NOLOCK)
WHERE (ANI) = '2125551212'
GROUP BY ANI
06-13-2018 01:40 AM
yes, this is something I was looking for.. Thank you very much Omar :)
Just wanted to clarify one thing, our agent phone extensions are of 4 digits. If i give LEN(ANI)>4 in the below query we can avoid the agent to agent transfer and all right...?
06-12-2018 01:54 AM
06-12-2018 09:49 AM
Hi Amer,
Thanks for the reply. I really don't know about Context Services :)
Is it like we have to install any new component... any leading document will help... will it support on premise or only for cloud..?
Apart from this can we run a query from RCD table and see?
06-12-2018 10:36 AM
06-13-2018 01:04 AM
Thanks Amer.. This is a very useful information :)
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