PCCE 12.6 Post call survey count/percentage report in CUIC sql

[sandreone1]

Hello,

Does anyone have a sql that will generate Calls offered to the queue and the number of callers that opted to leave PCS? Trying to see the utilization count and percentage. I have custom report that will show the result. However, I need percentage of who actually did the survey out of the total calls offered to each queue.

Thanks

[bill.king1 · Accepted solution]

Hi, maybe I'm not following but couldn't you just do it by call type? So for instance look at the Sales_Q or whatever is your inbound calls to the queue as the denominator, and then the numerator is the call type you might use for the post call survey?

[sandreone1]

Thanks Bill. I was able to get the information needed. Unfortunately, when we created the scripts we did not create a Call Type for each individual department that gets offered PCS. Instead only one PCS Call Type was created for all departments and used in script. We'll actually be moving to another solution soon and will keep this in mind when configuring new scripts.

Thanks again. You always have good insight.