Call Detail Query

[BIABoy]

Does anyone have a standard MS SQL query to summarize call stats from the call detail table? Is it possible to take into account network interqueue calls and an intermediary auto attedant or do these need to be separated out?

Offered
Handled
Abandoned
Handled with in service level
Talk Time
Wrap Time
Help desk offered (#8,#9)
Held desk handled
Help desk abandoned
Help desk talk time
Help desk wrap time

 

[Sirgordo]

The query would require you to understand which calls you wish to count. For example if your switch is using NIQ do you wish to include all the NIQ calls that made it, were dropped in queue, or just returned to original switch? Also if you are interested there is a tool now you can simply get all the data yourself and do whatever you wish with it.

In any event if you know the CCT behavior then counting the calls should be straight forward but I would run a simple Call Detail report to give you the breakdown of your call structure. On this report you group by Application and give the Disposition, Call Type, Transition Type and maybe the modifier if you need it. This way you will know the nature of your call volume and also be able to trace your anomalies more efficiently. Feel free to drop me a line if you need more info. sjbogani(at)secamer.com