Transforming CCON data into CCA

[Vic]

To be frank, I am really impressed with CCA. But, the major setback is that it is hard to persuade a user to switch from CCON to CCA without being able to use CCONcollected data in CCA reports. After all, what is the point of an Annual Agent report if you only have 2 weeks worth of CCA data? Enduser does not usually care about the distinction between CCA and CCON nor any other part. All they know is that they have been recording data like crazy. and, guess what...
Workforce Manager cannot use it...
CCA cannot use it...
StatServer cannot use it...

As far as I can tell combination of GCDR, SCDR, STATUS and AREC tables should enough to recreate the whole call center activity.
I wonder if there is a tool which would convert CCON data into ODS data...and if not, would be worth developing?

[Ramesh Pitchumani]

CCA and call concentrator perform two different functionalities. CCA doesn't capture any call related data like ANI or DNIS or any attached data. CCA is used to store call center data within some time ange. But call concentrator stores data about each and every call, attached data etc. We are also investigating a method to use call concentrator data in the same way as CCA data ODS, DataMart etc. Also in 6.1, Genesys supplies call concentrator as an addon to standard reporting of CCA and CCPulse. Its not a default reporting tool as it was in 5.1.

If anyone knows of a standard tool that would perform the functionality as the DataSourcer and ETL engine for the call concentrator, it would be really great.

I also had another question regarding usage of CCA. Has anyone used any other reporting tool other than Brio for the CCA data. It seems like some dynamic tables are created in the DataMart for different report layouts that are activated. That being the case, I would like to know how easy/difficult it is to use any other reporting tool other than Brio, like Cognos or Crystal reports.

Thanks,
Ramesh.

[Vic]

Well, just take the Brio report apart, and copy the report into Crystal or Cognos...