Filters - Historical Reporting

[slocumcti]

Report on Attached Data:

Need to clearly define the process for using filters to collect user data.  Need to clearly indentify which report templates to use. 

[u][b]In stat server filter section create filter[/b][/u]
Option Name = GetMembershipNumber
Option Value = PairExist("MembershipNumber", "*")

After the filter is created in stat server what are the step in DMA if you want to have a report that you can run to capture the membership number that a customer enters per call?

AJ

[Sylvainsjc]

you'd better create the filter using dma.
Can you explain better what sort of "capture" you have to make ?
If there is a lot of differents MemberShipNumber, you can't report each number using DMA, you have to use CallConcentrator or Icon

[cavagnaro]

As Sylvainsjc said, you can't recolect each customer, that is not the purpose of CCA. CCA will recollect statistics of the Contact Center itself.
You can apply a filter for a category or an IVR option maybe, buty not for each customer.
What your filter is doing is capture all calls that has the KVP "MembershipNumber" and value anything (*).

You need to get ICON or CallConcentrator in order to do what you want.

[Adam G.]

If you have Universal Contact Server, you could always use the Interaction DB table 

[slocumcti]

I believe the CCon is the correct approach, my thought were to track call by con-id and what attached data "membership number" was associated with each call that had attached data.

AJ

[Adam G.]

Without giving too much info away, the Interaction table holds very basic data on [b]each[/b] call\email etc including ConnId plus upto 10 string based pieces of User Data and upto 5 pieces of Integer based UData.

It doesn't tell you which agent answered the call etc, but you could use one of strAttribute fields.........