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sql query to find answered and received calls for month or day

maqsood ahmed
Beginner
Beginner

Hi  experts !

1.Any one help in finding out the received, answered and missed ,transfered  in  /  out  calls  in  UCCE  using SQL query for a particular month or day.

     

2. We have some  custom report templetes defined ,  need to  know  , how can we  write Sql  query  to  get those  values  from  custum reports.

due to some issues,  cannot use  webview .

3 Replies 3

Elias Sayigh
Beginner
Beginner

My suggestion would be to

1. For all the agents in the team identify the SkillTargetID from the agent table

Sample query would be

    select        *

    from        Agent

    where      EnterpriseName like '%John%'

2. Note the SkillTargetID

3. Run a query against the TCD table with the specified Time and SkillTargetID

Sample query would be

select                *

from                Termination_Call_Detail tcd

where              DateTime between '2011-04-29 12:00am' and '2011-04-29 11:59pm'

                       and tcd.SkillGroupSkillTargetID = '5001'

Bravo, Elias Sayigh, well done.

Sarcasm intended.

Gergely Szabo
Advocate
Advocate

Hi,

there's no such thing as reporting "for a particular Team". Teams in ICM are for administration purposes only (to have grouping of agents). ICM does not count the number of calls received by "teams". If there is a report in Webview "by team", it's always by agent. Try to run the report against a team once and then try to remove certain agents from that team - you'll see the difference.

What you are looking for is either reporting by Agent or by Agent/Skill group combination.

Try to explore the

- Agent_Half_Hour

- Agent_Skill_Group_Half_Hour

- Skill_Group_Half_Hour

database views.

The database schema documents are here:

http://www.cisco.com/en/US/products/sw/custcosw/ps1844/prod_technical_reference_list.html

Good luck.

G.

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