Abandoned call data - CLID? 1

[jcarroll01]

Hi,

The business is asking if there is a CLID collection on abandoned calls so that they can run a survey by calling our abandons back. I don't know that I've ever seen the CLID in the call by call for an abandon? If so what field would hold it?

 

[pronei]

Your routes and sets need to have abandon clid collection turned on.

 

[johnjose]

Yes, it’s possible to extract CallByCallStats using ODBC to i.e. Excel.
Run database query, choose table and columns: TimeStamp, CallEvent, CallEventName, EventData, CallID.
CallEvent 43 LocalCallArrived (contains CLID in EventData column) and CallEvent 41 CallAbandoned. Via Call ID you can link CallEvent LocalCallArrived and CallAbandoned events.

Hope it will help,

johnjose

 

[jcarroll01]

This works great! Any way to isolate further the skillset it or application it abandoned from? This would let us survey a mix of our business depending on the line of business they were queueing for.

 

[johnjose]

In the Destination Column you can see relevant information for the call like CDN, skillset or application. Just to my experience there is not possible to use more filters directly so sometimes we need to extract complete cbc report and then to play with excel.

jj