Report in CC6 on the number of calls transferred to a CDN

[marius1986]

Hello all
I am new on the forum so be gentle with me . I have an assignment to do regarding a report in Contact Center Manager Server on the number of calls an agent has transferred to an certain CDN. To be more explicit , after an agent has talked to a customer he transferees him to a survey in IVR and my supervisors need to find out witch agent has done the transfer and how many time. What I did so far: I have connected directly to the Sybase database using ODBC connector and export the results in Excel but I only managed to extract the number of calls transferred to all the CDNs. Is there a possibility to do that?

 

[mlozoveanu]

Try to export the "Agent Performance" report, which is based on AgentPerformanceStat view.

Agent performance statistic use the following views:
• iAgentPerformanceStat
• dAgentPerformanceStat
• wAgentPerformanceStat
• mAgentPerformanceStat

 

[marius1986]

Hello mlozoveanu

Thanks for your response. I've already tried this but in the iAgentPerformanceStat in the field CDNCallsTransferredToCDN i only see the total number of transferred calls, but i need to see the CDN he transferred. For example the agent with Login ID 629 transfers 2 calls to a 3021 and 10 calls to 3575. I was thinking on combining the agent performance table with CDN state. Have you tried that

 

[mlozoveanu]

Hello,

I didn't tried that combination because is very difficult to "map" the right information between agents and CDN calls (you need a primary key in both table/view).

If you want to see the number that the agent transfers the call you need to make a custom report using RCW based on call-by-call reports...but it will be difficult because each day has a separate view.

I made a report on RCW to find the number (CLID) of the abandoned calls based on the call event, so in your case you have to filter the report based on call event or call event name (18 = call transfer).

OFFTOPIC: Your nickname "marius" is very familiar in my country. You are from east-europe(RO)?

 

[marius1986]

Hello

I did what you said and with a help of a colleague we manage to find a pattern in the call-by-call report. We looked for transferred calls and then search the Intercall_ID that correspond with the transfer and after verify that the CDN is the one I'm looking for. Like you said is very hard to do that and the number of recordings is very high. What I want to do is export it to a database and do an SQL query on it. What database do you recommend? In execel the maximum number of recordings is around 65000. What to you think?

Raspunsul este da sunt din Bucresti RO

 

[mlozoveanu]

Hi,

Still, I think you need to make the custom reports on RCW not export into excel or other DB.

Write me on mlozoveanu@gmail.com and will talk the details.

 

[effort1584]

When we want to count calls transferred to a CDN we make a separate CDN for the direct dialed calls and do not publish it. Both as set to route the same in scripting, the only difference is the CDN.

 

[laurentiuganta]

Hi guys,
Marius, did you manage to build such report ?
Laur

 

[marius1986]

Hi Laurentiu
No i didn't i am still working on it. I have added the formula {eCallByCallStatYYYYMMDD.CallEvent} = 18 in a call by call report but in does not return anything. I'll keep you posted.

Marius

 

[mlozoveanu]

Marius,

The filter, CallEvent=18, needs to be applied AFTER you made the script in RCW and imported on CCMA.

Mihai