Search what agent aswers to a specific call

[pkdev]

Hi,

I'm looking for a way for Supervisor to find which agent answer to a specific call (with the calling number and approximate date).
"Contact Detail records" menu in supervisor is a good start to find the specific call but I can't get the name of the agent who pick up the call.

Any idea ?

Best regards,

 

[Alfalis]

One possible option would be a select directly on the TR DB, something like:
select TA_TaskId from LevelZeroData where CCK_CallingNumber like "123456" and TA_TimeStamp > '2016-01-25 12:00:00" and TA_TimeStamp < '2016-01-25 13:00:00"
then another select with the TA_TaskId:
select CCK_AgentName from LevelTwoAgentData where TA_TaskId = "The Result from your first select"

A simple website where the supervisor can enter parts of the caller ID and two timestamps should be no problem and a bit of PHP accessing the DB isn't too bad either.

Insert that website into the agent/supervisor UI via the integrated browser and your customer won't even recognize ;D

 

[pkdev]

Hi,

Thanks for your answer ! It helped me.

Another question. Do you know where outgoing calls made by an agent are stored in the database (calls made directly from the phone, not from outbound dialer) ?

 

[Alfalis]

Hey,

outbound calls made directly from the agents phone are NOT stored inside the CIE DB IIRC, if the agent uses the CTI features of CIE they are found in TR -> LevelOneData. CCK_CallerName holds the agents name and CCK_CalledNumber the dialed number.

 

[pkdev]

Do you mean every call made from the UI (even if dialed manually on the UI's dialpad ?)

 

[Alfalis]

Yes, all calls initiated by CIE (UI, Webservices, Dialer etc.) can be found in the CIE database.