maeganfrost
MIS
Hi,
Is there a way to identify the number of ACD Calls for a day in the ECHI file? I tried to count the ANSLOGIN but it does not match the number of ACD calls in CMS for the same date.
Really need assistance here. Thanks.
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ACD calls in ECHI
- Thread starter maeganfrost
- Start date
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Hi,
Is there a way to identify the number of ACD Calls for a day in the ECHI file? I tried to count the ANSLOGIN but it does not match the number of ACD calls in CMS for the same date.
Really need assistance here. Thanks.
ACDCALLS
- Stinney
“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” ? Confucius
- Stinney
“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” ? Confucius
- Thread starter
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maeganfrost
MIS
Hi,
The ACDCALLS you are referring to is for the CMS report. But I want to find a way to count the ACD calls in the ECHI report. Do I need to use the CALLID instead?
Yes sorry, ECH is more complicate and you have to write a more complex query.
The data itmes are here with descriptions:
If I remember correctly, you would have to write your queary for ACD Calls to query the DISPSPLIT field (query the skill number you want to run the report on), and a Disposition of 2 = Answered. I think you would also want to just query calls that have a segment number of 1, if the call is transferred then I believe it creates another record with the same DISPSPLIT and Disposition.
One of the best ways I learned how to get what we needed in the query was to make a test call to a test skill and answer it. Then make another, answer it, transfer it to another agent. Make another, answer it, put it on hold, hang up on it. Etc, Etc, Etc. Then you can see how it effects each data item in the ECH. Some of the descriptions in the documentation don't cover all the scenarios of a call.
- Stinney
“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” ? Confucius
The data itmes are here with descriptions:
If I remember correctly, you would have to write your queary for ACD Calls to query the DISPSPLIT field (query the skill number you want to run the report on), and a Disposition of 2 = Answered. I think you would also want to just query calls that have a segment number of 1, if the call is transferred then I believe it creates another record with the same DISPSPLIT and Disposition.
One of the best ways I learned how to get what we needed in the query was to make a test call to a test skill and answer it. Then make another, answer it, transfer it to another agent. Make another, answer it, put it on hold, hang up on it. Etc, Etc, Etc. Then you can see how it effects each data item in the ECH. Some of the descriptions in the documentation don't cover all the scenarios of a call.
- Stinney
“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” ? Confucius
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