I am confused on if the Reporting Server PC actually has the incoming call records, and which agent answered the call and all the other Call Center informaion regarding a specific time period stored on its hard drive. If it is where are they stored and how do I back them up in case of a Reporting server failure? I had a response earlier that the BCM actually kept this information and in that case is it backed up with a normal BCM backup?
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BCM450 Call Center incoming call data backup 1
- Thread starter CRIMobile
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The Reporting for Call Center server doesn't capture call detail as that is done using another program. The CDR (Call Detail Recording) is where call data is captured. Call Data meaning the who, what, when and wheres of each individual call made to or from the BCM.
The Reporting for Call Center only maintains agents & skillset groups and reports on how long they were on skillset calls, and some non-skillset call tickers/timers.
--DB
The Reporting for Call Center only maintains agents & skillset groups and reports on how long they were on skillset calls, and some non-skillset call tickers/timers.
--DB
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