Author Topic: User callflow using InfoMart  (Read 413 times)

Offline cavagnaro

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User callflow using InfoMart
« on: June 23, 2018, 12:48:27 AM »
Hi guys
Customer is asking for a whole customer call flow using InfoMart, is that possible? I ask as being an almost noob at GI reports.
He wants to know from the moment he called to the System and which options he pressed and then at the end which agent(s) attended him.
I guess is the point to InfoMart but how to do so? Which tables or table?

Offline hsujdik

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Re: User callflow using InfoMart
« Reply #1 on: June 23, 2018, 03:30:13 AM »
Up to Info Mart 7.6, it was possible on table INTERACTION_SEGMENT_FACT. Now, InfoMart only writes one record per Resource that had interaction with the customer... (e.g. one row for Agent A and one row for Agent B in case that a transfer occurred).
Also, GIM only writes rows for interactions with an IVR in the "IVR in Front" and "IVR Behind" modes of GVP. It does not writes a row for "URS Centric" deployment of GVP.
Those, you can get from INTERACTION_RESOURCE_FACT (handling resources) and MEDIATION_SEGMENT_FACT (queues).

About the "options pressed", Info Mart can only present that if you have an Attach Data containing that info