Secondary Script Reporting Question

[TheCardMan]

I am full of questions this week...........

I have a Primary Application that send calls to secondary scripts depending on the number they press. can I get reporting showing how many calls went to each secondary script? These in total should match the total number of calls the Primary Script recieved. When I go into Historical Reporting and pull report Application Performance, seems like you are only given options to select the Primary Scripts.

Thanks,

Joe

 

[Milesprower]

Secondary script data pegs against the referencing primary script.

For this reason many applications reroute calls through CDN's to primary scripts or move the decision making logic into the master script.

Downsides to both approaches:
CDN - caller hears bursts of ringing, call reporting can get complicated (a single call is counted as multiple calls).
Master Script - master script can get overly complex and unwieldy, call data before decision making logic is complete is all pegged to the master and it is mixed in with other master call data.

 

[TheCardMan]

I have CC6, do you think any of this is since changed?

 

[captaingadget]

Nope, nothing has changed in CC6. However, I was asked to solve a similar problem but it was a few years ago so I'm struggling to remeber exactly what the solution was. But it was something like creating a dummy skillset for each secondary script. Then in each secondary the first command was: QUEUE TO SKILLSET dummy1(or 2) WAIT2
REMOVE FROM SKILLSET dummy1.

I think if you then run the crosstab skillset report you get some stats.

 

[TheCardMan]

Interesting idea Captain. I will have to play with that.

-Joe

 

[mw0]

Note that in CC6, Application call answer delay and call abandoned delay pegging has changed. Application statistics are calculated from the time the call enters the primary application rather than from the Master script.

As opposed to previous rls, Application stats pegged from the time the call entered the Master Script.