Erika, We're still happy with InGenius. Once it's setup, the solution is quite trouble-free. -Jameson ... View more

sand_miet1, I've never used "send to originator" in my environment, so I am not sure. Perhaps someone else here can answer. -Jameson ... View more

Sarah, This is certainly possible within SQL queries. Just keep in mind that any report like this will likely be slow to run. In SQL, take a look at the SUBSTRING and CHARINDEX functions. Depending on how your data is structured, you will need one or both of these to split the data into multiple CUIC fields. For example, if you had CallVariable5 filled with the data "123456" with each two characters being a separate data point, you could get the fields you need like this: SELECT SUBSTRING(CallVariable5,1,2) AS Field1, SUBSTRING(CallVariable5,3,2) AS Field2 SUBSTRING(CallVariable5,5,2) AS Field3 If the data lengths are variable, you will need to have some sort of delimiting character in the data. So if you had "12|34|567" as your CallVariable5, you could split it up on the | character like this: SELECT SUBSTRING(CallVariable5,1,CHARINDEX('|',CallVariable5)-1) AS Field1, SUBSTRING(CallVariable5,CHARINDEX('|',CallVariable5)+1,CHARINDEX('|',CallVariable5,CHARINDEX('|',CallVariable5)+1)-1) AS Field2, SUBSTRING(CallVariable5,CHARINDEX('|',CallVariable5,CHARINDEX('|',CallVariable5)+1)+1,LEN(CallVariable5)) AS Field3 The above gets a bit more complicated as you try and pack more variable-length data into CallVariable 5. Things are much simpler (and faster to execute reports) if each piece of data is a pre-defined length, as you can then use the first method. -Jameson ... View more

Robert, Normaly I would tell you if you're doing a simple query on Call_Type_Interval in CUIC, you should be able to edit the Footer for the "DelayQAbandTime" to "Max".  However, if you read about that field in the DB Schema, it's already a summary for that specific interval. It can be useful for determining an average time to abandon, but finding the individual highest abandon time is not possible with that table. TCD is probably the only way to get that data, but I wonder why the data is needed. Bucket Intervals can provide useful information when set up correctly. If there is some maximum amount of time that you would want people to ever wait for, have your Bucket 10 start there, and provide a count of "X calls abandoned after Y minutes". Does it matter so much that a single person hung up after 30 minutes and 25 seconds if your average time to abandon is 10 minutes, or does it matter more that 24 people waited over 20 minutes? -Jameson ... View more