Blogs

Showing 1 result.

Forums

« Back to IVR PG (GED-125) Questions

Call Statistics from ICM

Combination View Flat View Tree View
Threads [ Previous | Next ]
Call Statistics from ICM
icm call statistics
Answer
8/6/09 6:05 PM
Is there any API or any interface from where i can gather the call statistics from ICM. The intention behind this question is that i want to develop an web service appliacation which will show the call statistics based on which ICM decided to deliever the call to xyz agent within my contact center where ICM is deployed.
 
 
Flag

RE: New Message from Mohamed Salim in Contact Center Enterprise/Hosted/ICM
Answer
8/6/09 7:27 PM as a reply to Mohamed Salim.
Have you looked at the Contact Center Reporting tech center? The CUIS
may provide the information you need without having to develop a web
service application.
Flag

RE: Call Statistics from ICM
Answer
2/16/10 6:07 PM as a reply to Mohamed Salim.
 
A couple of ways you can do this..
 
1. Requalify the call as it passes the part of the script you want to track, then use CUIS or Webview or your own reporting package to count how many calls were in that Call Type.
 
2. Take a feed directly from the HDS, the data is in the 15 minute or real time tables for example RCD (Route Call Detail)
 
 
I hope this helps.
 
MT
 
 
ps. OPTION 2 IS UNLIKELY TO BE SUPPORTED BY TAC
Flag

Collateral


No files available