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-   -   CMS Report - Differentiate between Normal Call and Call Work Code (http://support.avaya.com/forums/showthread.php?t=5813)

chlain 12-16-2014 01:32 AM

CMS Report - Differentiate between Normal Call and Call Work Code
 
Hi All,

I am trying to create designer report which can have 2 tables or more inside. One table will show how many ACD Calls, ACD Times, ACW Times, Avg.HandlingTime, etc.

And another table will show ACD Calls, ACD Times, ACW Times, Avg.ACD Times, etc for Call Work Codes.

The first table will be based on dsplit and another table will be based on dcwc.

But I m facing issue to differentiate Non- Call Work Code call with Call Work Code call.

What I want to show is AHT for Call Work Code calls and AHT for Non-CWC call.

Is there any database items (Key) to join tables dsplit and dcwc?

Welcome any suggestions and appreciate. Pls help, :)

shaikht 12-17-2014 08:53 AM

Hi,

It will be tough to join them but still I will suggest to take help of Avaya APS if they can provide some alternate solution to you.

Please be notified that to engage APS may be billable as they work on project basis.

arnettd 12-23-2014 07:36 AM

The dcwc summary table in CMS and other call work code tables do store ACD time and ACW time associated with a call work code. However, a reference to the agent, skill and VDN are missing.

Using CMS Call History (internal call history or external call history) the reference between the call work code and the VDN, skill and agent are included. Call History captures up to five call work codes for a single call.


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