Infomart - Time To abandon and Time To Answer per call

[eduardosaito]

Hi,

I was requested to find a way to collect data from Genesys where i could see one row per call and that it should show whether the call was answered or abandoned along with the time to answer/abandon.

When we had CCon 7.6 + Datamart, i could just use the arec_table to check if the call was abandoned or answered, how long was the call duration (I can see call duration in IRF table on Infomart), how long to abandon/answer call .

I found if the call was abandoned/completed using the interaction_resource_fact table joined to technical_descriptor table, but canīt find the time to abandon/answer for each call.

Can someone help on that subject ?

Thanks in advance.

[Adam G]

http://docs.genesys.com/Special:Repository/81ii_universe.pdf?id=ad44ce79-61c5-47b2-af96-a6a1790485e5

Page 58: Queue Outline Report uses:

AG2_QUEUE_*
GROUP_
RESOURCE_Q
RESOURCE_GROUP_COMBINATION

Perhaps you can take a look through the publication for your answers?