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Old 12-05-2013, 08:25 AM
brook54 brook54 is offline
Join Date: Nov 2013
Posts: 3
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Default Cms Call Detail

I have been tasked to figure out individual calls comming into our call center and the following information about each.
1) Who took the call(agent)
2) How long was the call(how long they talked)
3) Skill
3) Connect time for that Call(ring time, conference\hold)
I'm currently looking at the CMS data from the Informix database(call_rec). Is this the best place to find this information? If so how do I answer the above questions?
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Old 12-12-2013, 10:27 PM
shaikht shaikht is offline
Join Date: Feb 2010
Posts: 246
shaikht has 25 to 49 reputation pointsshaikht has 25 to 49 reputation pointsshaikht has 25 to 49 reputation points


Yes, you are looking correct table for all those details. Even we have call record record which get data from table.
  • Call Records allow you to view information about particular calls. Each call is represented by one or more records, because a new record is created whenever the call is conferenced or transferred. However, all records for a particular call will have the same call ID, so that you know the records represent the same call.
  • With call records, the call is tracked up until it is transferred or conferenced. At the point of a conference or transfer, a new call record is generated for the call.
  • The standard Call Records report is provided as a model for customized call record reports. Most call record reporting will need to be done from Designer reports tailored to your needs.
  • If you are customizing the Historical Call Record report with Report Designer, the Disposition report field will display the numerical values for DISPOSITION, and not the state names. For more information, see the Database Items and Calculations section of the Help.
  • For a complete listing of the call record historical database items, see the Database Items and Calculations section of the Help.
  • The call_rec table includes many items that are not displayed in the standard report.
  • This report gives you information on specific calls. It is based only on the start and stop dates and times that you enter.
  • The database items for the Call Records report are stored in the call_rec table.
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