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Member since
04-04-2013
14
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Created by
MhLove007
in Contact Center
in Contact Center
10-24-2013
09:33 AM
10-24-2013
09:33 AM
Actually, both. I have a query that I use to the total number of accepted CCBs. It took a lot of work to remove duplicates and I feel good about the out come... I just what to see how you abtain the caller ID, and the adjustment process.
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Created by
MhLove007
in Contact Center
in Contact Center
10-24-2013
09:22 AM
10-24-2013
09:22 AM
Thanks to everyone for the replys... Brian do you mind sharing details of how you get the internal and external?
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10-22-2013
03:47 PM
My name is Michael Love, I am having issues getting counts for Courtest Call Back. I need help building a query to get a count of all customers that Accepted Courtesy Call Back. I am also trying to fine out (of those that accepted Courtest Call Back) how many of them completed the process by connecting to a rep. I need distinct counts...
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Created by
MhLove007
in Contact Center
in Contact Center
10-22-2013
03:37 PM
10-22-2013
03:37 PM
Hello Manivannan; My name is Michael Love, I know it's been a long time since you posted this request. I am having a simular issued getting counts for Courtest Call Back. Did you ever get your issue resolved? if so, would you mind sharing the solution? We are able to query the database to get a number of customers that accepted Courtest Call Back. I am trying to fine out (of those the accepted Courtest Call Back, how many of them completed the process by connecting to a rep. And, how are you handling transfers related to Courtest Call Back?
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07-23-2013
09:23 AM
Goran; this is great information. Can you help me understand this portion? CallDisposition The CallDispositionFlag is the best indicator to find out if a call was handled or not. There are a bunch of CallDispositions. The CallDispositionFlag distills the results down to 7 categories. You can find details on what the CallDispositionFlags are in the schema help or schema guide If the CallDispositionFlag = 1, this is an indication of a handled call; what if on that same call the AgentSkillTargetID is null. Is that just an indication that the call was handled but not by and agent?
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06-03-2013
07:58 PM
Does anyone have an sql query or know-how to build a query for UCCE for repeat calls. We are trying to build a 7 day, 30 repeat call report. Any help would be appreciated.
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04-25-2013
08:49 PM
We are new to Cisco and are running into roadblocks when it comes to EIM database information. I hope that I am in the right area for this type of question... . I am having trouble trying to identify the fields that can be effectively used to create: Number of Messages Completed Avg Processing Time Avg. Response Time Number of Responses Responses w/I service level Actual service level Longest Wait time I am not sure of the current version of EIM, but the schematics they sent us was for the version 4.2.1 which is earlier than our version. I have been trying to use the tables that start with egpl, egml, egplr and egmlr, which include CASEMGMT_ACTIVITY and SMY. USER data. Any help would be greatly appreciated.
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04-09-2013
02:06 PM
Thanks this works well... Can you explain what you meant by " you want the percentage of calls answered within your defined service level threshold. "
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04-09-2013
12:17 PM
I need help understanding the parts that go into calculating service level by call_type.... The Call_Type_Interval teble has a colume named ServiceLevel. i would like to manully run the calculation to understand how they came up with the SL. Should it be CallsHandled / NULLIF (CallsOffered, 0) AS SL OR CallsAnswered / NULLIF (CallsOffered, 0) AS SL SELECT DateTime, CallTypeID, CallsAnswered / NULLIF (CallsOffered, 0) AS SL, ServiceLevel, ServiceLevelType, CallsAnswered FROM dbo.Call_Type_Interval SELECT DateTime, CallTypeID, CallsHandled / NULLIF (CallsOffered, 0) AS Calcu, CallsAnswered / NULLIF (CallsOffered, 0) AS Calcu2, ServiceLevel, ServiceLevelType, CallsAnswered FROM dbo.Call_Type_Interval
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Created by
MhLove007
in Contact Center
in Contact Center
04-08-2013
05:27 PM
04-08-2013
05:27 PM
Thanks for the feedback...
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Created by
MhLove007
in Contact Center
in Contact Center
04-08-2013
11:32 AM
04-08-2013
11:32 AM
first time poster! We are new to ICM... I am trying to conver call reports for CSR(s) (Customer Services Reps) to get total calls by date, time logged in ... that type of data. What would the difference between Skill_Group_Half_Hour OR Skill_Group_Interval. Is it better to use Skill_Group_Interval to roll-up for the day? help me understand this from Schema ( Note: The Agent_Skill_Group_Interval Table will be populated with 30- or 15-minute reportingdata, depending on the Historical Reporting Interval setting for the PG. TheAgent_Skill_Group_Half_Hour Table will not be populated with this data. )
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Labels:
10-24-2013
Actually, both. I have a query that I use to the total number of
accepted CCBs. It took a lot of wor...
10-24-2013
Thanks to everyone for the replys... Brian do you mind sharing details
of how you get the internal a...
10-22-2013
My name is Michael Love, I am having issues getting counts for Courtest
Call Back. I need help build...
10-22-2013
Hello Manivannan; My name is Michael Love, I know it's been a long time
since you posted this reques...
07-23-2013
Goran; this is great information. Can you help me understand this
portion?CallDispositionThe CallDis...
06-03-2013
Does anyone have an sql query or know-how to build a query for UCCE for
repeat calls. We are trying ...
04-25-2013
We are new to Cisco and are running into roadblocks when it comes to EIM
database information. I hop...
04-09-2013
Thanks this works well... Can you explain what you meant by "you want
the percentage of calls answer...
04-09-2013
I need help understanding the parts that go into calculating service
level by call_type.... The Call...
Public Statistics
| Date Registered | 04-04-2013 11:53 AM |
| Date Last Visited | 08-18-2017 04:03 AM |
| Total Messages Posted | 14 |
