Help understanding CC6 Call-by-call report 2

[chippowell]

Using CC6, I’ve noticed that internal calls to my contact center do not seem to generate complete cradle-to-grave data like external calls do.

Our contact center accepts both external calls from customers for IT support, and there is also a skillset set up for internal callers – within the same enterprise, same PBX, non-agents – to call for their own IT support.

When running a historical call-by-call report for a certain hour, I see that external callers generate full cradle-to-grave data, such as below:

Local Call Arrived
Handed Over to Master Application
Application Interflowed
Task Flow Handed Off
Queued To Skillset
Dequeued From Skillset
Give Ringback
Call Presented
Local Call Answered
Local Call Released

That’s an example of a typical call from an external customer, reached an agent without queuing or holding, agent answered, talked, and then released the call about four minutes later. I’ve left out all the other skillset data, CLID, etc. But it’s all there…textbook.

However, an internal call only generates the first two rows of data: call arrives, is handed over to master application, and then that’s it! I don’t see which skillset answered, which agent answered…nada! This is not an intermittent thing, but seems to happen each time an internal call comes in. Note: the caller and agent don’t have any problems. Agent answers call, talks, releases call, etc. But looking at the metrics, I can’t see the data I want.

Anyone who can shed light on what is happening here, and why, would receive my unending gratitude.

Thank you!

 

[Milesprower]

Do internal and external callers get routed by the same script (application)? Make sure that call by call data collection is selected for all the scripts you want to investigate. This is done under the Configuration module.

 

[captaingadget]

Miles has the solution. Internal calls MUST be using a different script than external calls or it is not configured to collect internal call stats. The first two lines refer to the master script, from then on it is handed over to a primary script, if that script is not selected for call by call stats collection then the info will not be collected.

 

[chippowell]

That was it Miles and Captain Gadget...the script in question was the first one I built on my own after the vendor initially set me up. In Configuration, Historical Reporting, call-by-call metrics were set to none. Duh!

Thank you SO much!!!