BCM Contact Centre Reporting

[St3veMax]

Hi All,

We're using CCR (Not sure which version) and I'm able to get access to the MySQL Database via MSSQL to write my own reports.

I'm creating a report to show how long an agent has been in the following states: Logged In, On a Call, Idle, On Hold, Wrap Up & Not Ready.

I've got all the data I need; bar the Logged In value for each agent.

Could anyone give me any pointers as this is doing my nut in.

Cheers,

Steve

 

[TLDuk]

Are you using the RCC data base to make custom reports ?

 

[St3veMax]

Hi,

Yes I am; via Linked Server in MSSQL.

Cheers

 

[TLDuk]

I cannot remember witch table i have seen this in, but the RCC records the time and date the agent logged in and the when they logged out but not the total logged in time..

Maybe you need to take these two values and calculate the Logged in time in the report you are generating..

 

[St3veMax]

That's what I'm doing. The table is RPTAgentData. I'm finding the MIN(StartTime) and MAX(EndTime) and calculating the difference in Mins between those values; then converting to HH:MM.

What I get is this:
Agent Time In Active Idle Not Ready Wrap Up
LH 08:33 02:27 01:37 01:52 02:31
CH 07:55 06:52 01:07 00:37 02:07
ML 08:29 00:35 00:44 06:51 00:18
CR 07:38 06:18 00:56 01:21 01:46
AR 07:10 05:28 00:09 02:08 01:47

You can see; the 'Active', 'Idle', 'Not Ready', 'Wrap Up' totals dont always add up to the 'Time In' which is where I'm doing wrong...

Do you know if there is another way?

 

[TLDuk]

Sorry but I don`t know the data base structure that well

have you compared your results with the Agent Activity by Agent report ?

It might be worth opening the standard reports a crystal reports viewer and seeing what values it uses..

 

[St3veMax]

I've tried; but I cant decipher the Data Source in Crystal. It points to a file; but I cant see the query which generates the data.

Because of the version of MySQL being used; I cant profile either.

Do you know of a way to see the query ?

Why cant they just use MSSQL

 

[TLDuk]

Because MySQL is free

You have gone past my knowledge in this area I don't think there are many people on here that have gone so deep into RCC data

 

[St3veMax]

That's what I thought...

Thanks for all your assistance TLDuk

 

[SupportDude]

Sometimes the info imported to the MySQL DB is incorrect.
The BCM is running SQL Server. MySQL just synchs up to the SQL DB on the BCM. If the data is incorrect at the time it is gathered into SQL DB, it's going to be incorrect in the MySQL DB.
Depending on your version, you may need some patches.

Also, there are a couple of reports pre-existing that capture the info your looking for already. Take a look at the Agent Profile Report and the Agent Activity Report.

-SD-

http://www.mysupportguy.net

 

[St3veMax]

Hi -SD-,

Thanks for this. So you're saying the BCM itself if running MSSQL?

If so, do you know what port this is running on and what the default credentials are?

Cheers

 

[SupportDude]

I guess I should have clarified my statement.
The BCM's running on embedded NT definitely use MSSQL.
I'm not sure what they're running on the newer Linux platforms. We no longer have access to the command line, so we can't do as much exploration.
I don't know the port or credentials required.
I can tell you that, if you can access the command line of your BCM, you can use osql commands on the database named ccrs.

-SD-

http://www.mysupportguy.net