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Old 12-16-2014, 01:32 AM
chlain chlain is offline
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Join Date: Dec 2013
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Smile 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,
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Old 12-17-2014, 08:53 AM
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


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.
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Old 12-23-2014, 07:36 AM
arnettd arnettd is offline
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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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